Team Leader Rappi

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

• Supervise day-to-day activities of a group of call center associates, including work and attendance monitoring in accordance with policy and applicable legal requirements.
• Coach direct reports regularly 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 customers meets contractual 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 act 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 behavior and attitude, including being an advocate for team members.

Candidate Profile / Qualifications

Career Level Description

Receives assignments in task-oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized line of business. Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager. Drives direct reports to achieve set metrics and business goals through coaching, mentoring and providing regular feedback.

Location

Location : PER Lima - Marcos Farfan 3346, Independencia

Time Type

Full time

Seniority level

Employment type

Job function

Industries

Disclaimer

The statements described 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 working within this job title.

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