Team Leader at Concentrix

Job Description

• 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/Core Responsibilities 

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Effectively coach direct reports on their performance on a regular basis 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 our customers meets contractual Key Performance Indicator (‘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 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 both behavior and attitude, including being an advocate for team members  

Candidate Profile 

• Financial Services (FS) experience
• A clear criminal and credit record
• Approximately 1 year of leadership experience, preferably within a contact centre environment
• The ability to motivate, coach, and develop team members to achieve performance expectations
• Strong communication skills (both written and verbal)
• The ability to work well under pressure and follow through on tasks to completion
• Proven skills in multi-tasking, prioritisation, and meeting deadlines
• A willingness to work a flexible schedule
• Willingness to work a flexible schedule

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