Team Leader, Operations
Concentrix
Team Leader, Operations
Concentrix
full-time
Posted on:
Location Type: Office
Location: Quezon City • 🇵🇭 Philippines
Visit company websiteJob Level
Senior
About the role
- Day-to-day supervision of a group of call center associates, including work and attendance monitoring
- Coach direct reports regularly (at minimum weekly) to ensure performance metrics are achieved
- Identify performance-related issues, develop action plans, and implement corrective actions up to termination
- Ensure service meets contractual KPIs and financial expectations
- Communicate expectations and provide timely updates to employees
- Serve as subject matter expert for escalated customer calls as needed
- Conduct team meetings and organize team activities
- Stay current on internal work processes, policies and procedures and attend manager development training
- Promote Concentrix values and act as advocate for team members
- Manage employment status actions (transfers, promotions, regularization) and exercise independent judgment on discipline and misconduct
- Participate in selecting, training, developing, and completing performance appraisals for work group(s)
- Support and manage the program with other Team Leaders and Managers
Requirements
- Associate's degree in related field preferred (two to four years of relevant experience preferred)
- Highly motivated with skills to develop and coach team members
- Work well under pressure and follow through on items to completion
- Strong written and verbal communication skills
- Ability to lead team in multi-tasking, prioritization, and meeting timelines
- Ability to mentor, coach and provide direction to a team of employees
- Willingness to work a flexible schedule
- Experience supervising non-exempt call center employees and handling escalations
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
performance metricsaction planscorrective actionsKPI managementemployee performance appraisalssupervisionescalation handlingteam developmentcall center operationsemployment status management
Soft skills
coachingcommunicationleadershipmotivationmulti-taskingprioritizationproblem-solvingflexibilityteam advocacywork under pressure
Certifications
Associate's degree
