Team Leader, Operations

Job description

• 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.
• Work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Regularly impart effective coaching to direct reports, ensuring consistent high-performance delivery
• Identify performance related issues, develop an action plan for improvement and implement corrective actions
• 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 programs
• Promote the Concentrix values- 'Walk the Talk' and lead by example

Minimum skills knowledge :

Educational Qualification : Graduation / Undergraduate

Skills Required

Training, Team Management, Legal, Performance Appraisal