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▷ Aplicar en 3 Minutos! Team Leader, Operations...

ConcentrixLima Metropolitana, Lima, PE

Hace 14 horas

Descripción del trabajo

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

Associate's degree in related field with two to four years of relevant experience preferred

Highly motivated with skills to develop and coach team members to achieve performance expectations

Work well under pressure and follow through on items to completion

Strong written and verbal communication skills

Ability to lead a team in multi-tasking, prioritization, and meeting timelines on deliverables

Ability to mentor, coach and provide direction to a team of employees

Willingness to work a flexible schedule

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

Manage the employment status of call center associates and participate in transfers, promotions or regularization as needed

Exercise independent judgment and discretion in performance of the main function to implement management policies

Exercise authority to manage the employment status of a group of employees, including addressing misconduct and policy violations

Stay current on internal processes and management policies; ensure implementation of the same

Support and manage the program with other Team Leaders and Managers

Provide input into selecting, training, developing, and completing performance appraisals in accordance with the organization's policies and legal requirements

Manage team members' performance and deliver performance appraisals

The Team Leader role is a managerial position entrusted with responsibility

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

Note on Privacy

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Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Management and Manufacturing

Industries

IT Services and IT Consulting

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En • Lima Metropolitana, Lima, PE