Concentrix is a global provider of customer experience (CX) solutions and technology, helping clients design, build, and run end-to-end CX operations. Founded in 1983, it has transformed from a small startup to a respected company with approximately 440,000 employees across 40+ countries. Concentrix has acquired several companies over the years, enhancing its service offerings and capabilities. The company is headquartered in Fremont, California and is recognized for its commitment to innovation and customer satisfaction.
Job Overview
- The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates.
- This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.
Responsibilities
- Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
- Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
- Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
- Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
- Communicate expectations to employees and provide timely updates
- Provide subject matter expertise in handling escalated customer calls as needed
- Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
- Stay current on internal work processes, policies and procedures. Attend required manager development training
- Promote the Concentrix values through both behavior and attitude, including being an advocate for team members
Qualifications
- Financial Services (FS) experience
- A clear criminal and credit record
- Approximately 1 year of leadership experience, preferably within a contact centre environment
- The ability to motivate, coach, and develop team members to achieve performance expectations
- Strong communication skills (both written and verbal)
- The ability to work well under pressure and follow through on tasks to completion
- Proven skills in multi-tasking, prioritisation, and meeting deadlines
- A willingness to work a flexible schedule
- Willingness to work a flexible schedule
Method of Application
Meet the qualifications?
Apply now at Concentrix on apply.concentrix.com