(Inicio Inmediato) Team Leader, Operations...

Overview

The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This role 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 organization policy and applicable legal requirements
• Coach direct reports regularly to ensure performance metrics are achieved on a weekly basis
• Identify performance issues, develop action plans for improvement, and implement corrective actions up to termination of employment when necessary
• Ensure service 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 facilitate timely communication and 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 Concentrix values through behavior and attitude, including advocating for team members

Qualifications / Candidate Profile

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. Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.

Note

Philippines ONLY, Additional Description

Additional Role Details

Disclaimer : The statements are intended to describe the general nature and level of work; they are not an exhaustive list of responsibilities, duties, and skills required.

Location

PER Lima - Avenida El Camino Real N195 Calle Santa Luisa

Language requirements

English

Time Type

Full time

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