Team Leader, Operations

Team Leader, Operations

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.

Essential Functions/Responsibilities

• Responsible for the daily supervision of a group of call center associates, including monitoring work and attendance according to the organization's policy and applicable legal requirements
• Effectively train direct reports on their performance regularly to ensure performance metrics are met at a minimum weekly
• Identify performance-related issues, develop an action plan for improvement, implement corrective actions, including termination of employment contract
• Ensure the service provided to our clients meets contractual key performance indicators (KPIs) and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise to handle escalated customer calls, as needed
• Conduct team meetings to ensure prompt communication of relevant information and as an open forum for contributions. Schedule and organize team activities
• Stay updated on internal processes, policies, and work procedures. Participate in necessary manager development training
• Promote Concentrix values through behavior and attitude, including being an advocate for team members

Candidate Profile

• Associate degree in related fields with two to four years of relevant experience preferred
• Highly motivated individual with skills to develop and train team members to meet performance expectations
• Work well under pressure and follow through on items to completion
• Strong communication skills, both written and verbal
• Ability to lead team in multi-tasking, prioritization, and meeting deadlines
• Ability to guide, train, and mentor a team of employees
• Willingness to work in a flexible schedule

Career Level Description

Receives assignments in terms of task-oriented and supervises subordinates to define priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. Responsible for handling medium and medium-sized business lines. Decisions are guided by policies, procedures, and business plan; receives guidance and supervision from the manager. Conducts direct reports to achieve defined metrics and business goals through coaching, mentoring, and regular feedback. Typically does not spend more than 20% of time performing supervised work. Handles escalated issues. Supervises non-exempt employees who usually perform a single or closely related tasks.

Philippines ONLY, Additional Description

• Manage the employment status of call center associates and participate in the transfer, promotion or regularization of call center associates, which is required before any employee movement is made
• Exercise independent judgment and discretion in performing the said principal function as a means of implementing management policies
• Exercise authority to manage the employment status of a group of employees (termination, promotion, regularization, etc.), including the identification and handling of misconduct, policies, and violations of call center associates' processes
• Stay updated on internal work processes, policies, and procedures of management and ensure the implementation of management policies
• Support and manage the program in conjunction with other leaders and team managers
• Provide information to select, train, develop, and complete the performance evaluation of the work group(s) according to the organization's policies and applicable legal requirements
• Manage team members in their performance regularly and write and deliver performance evaluations.
• The team leader role is a managerial level position, a position reposed with trust and security.

Disclaimer

The statements above are intended to describe the general nature and level of work performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified candidates without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status, or any other legally protected characteristic.

Location: BRA SAO PAULO Rua Tagipuru, 906 Barra Funda

Language Requirements:

Time Type: Full time

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