Team Leader, Operations
Concentrix
Team Leader, Operations
Concentrix
full-time
Posted on:
Location Type: Office
Location: Muntinlupa • 🇵🇭 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 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 and attend required manager development training
- Promote the Concentrix values through both behavior and attitude
- Manage the employment status of call center associates and participate in transfer, promotions or regularization of call center associates
- Exercise independent judgment and discretion to implement management policies; exercise authority for firing, promotion, regularization and addressing misconduct
- Provide input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with organization policies
Requirements
- Associate's degree in related field with two to four years of relevant experience preferred
- Highly motivated individual with skills to develop and coach team members to achieve performance expectations
- Work well under pressure and follow through on items to completion
- Strong communication skills, both written and verbal
- Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
- Ability to mentor, coach and provide direction to a team of employees
- Willingness to work a flexible schedule
- Authority/experience managing employment status (transfer, promotion, regularization, disciplinary actions) preferred
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
performance metricsKey Performance Indicatoraction plan developmentemployee performance appraisalemployment status management
Soft skills
coachingcommunicationleadershipteam managementmulti-taskingprioritizationproblem-solvingflexibilitymotivation
Certifications
Associate's degree
