Team Leader

Job Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Key Responsibilities 

Lead Team Members, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation

 Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved

 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 and changes

 Provide subject matter expertise in handling escalated customer calls as needed

 Manage team metrics and retention goals. Participate in discussions about reasons for attrition and root cause. Team with Site Leadership to develop actions to reduce attrition where possible. Provide feedback to team members on both call coaching and other daily performance and behavioral activities.

 Stay current on internal work processes, policies and procedures. Attend required manager development training.

 Supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements

 Complete shift-wide projects that aim to increase productivity, quality or other KPI

 Promote the Company's values through both behavior and attitude, including being an advocate for your team members

Desired Skills:

Associate's degree in related field with four to six years of experience (with at least one year of Progressive Management Experience) preferred

Strong communication skills, both written and verbal

Demonstrated ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables

Demonstrated ability to mentor, coach and provide direction to a team of employees

Work well under pressure and follow through on items to completion

Willingness to work a flexible schedule 

Educational Qualification – Graduation / Diploma (15 years of formal education) in any discipline.

Disclaimer:-

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.