team leader

Job Title: Team Leader

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/Responsibilities

• Responsible for the daily supervision of a group of call center associates, including monitoring work and attendance according to organizational policy and applicable legal requirements.
• Effectively train direct reports on their performance regularly to ensure performance metrics are achieved at least weekly.
• Identify performance-related issues, develop an action plan for improvement, implement corrective actions, including termination of employment if necessary.
• Ensure that the service provided to our customers meets contractual key performance indicators (KPIs) and financial expectations.
• Communicate expectations to employees and provide timely updates.
• Provide subject matter expertise to handle escalated customer calls as needed.
• Conduct team meetings to ensure quick communication of relevant information and as an open forum for contributions. Schedule and organize team activities.
• Stay updated on internal work processes, policies, and procedures. Participate in necessary managerial development training.
• Promote Concentrix values through behavior and attitude, including being an advocate for team members.

Candidate Profile

• Associate degree in related fields with two to four years of relevant experience preferred.
• Highly motivated individual with skills to develop and train team members to meet performance expectations.
• Work well under pressure and follow through on items to completion.
• Strong communication skills, both written and verbal.
• Ability to lead the team in multitasking, prioritization, and meeting delivery timelines.
• Ability to coach, train, and mentor a team of employees.
• Willingness to work flexible hours.

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 team members in business, technical support, or production. Responsible for managing medium-sized business lines. Decisions are guided by policies, procedures, and business plans; receives guidance and supervision from the manager. Leads direct reports to achieve defined metrics and business goals through coaching, mentoring, and providing regular feedback. Typically spends no more than 20% of time performing supervised work. Handles escalated issues. Supervises non-exempt employees who typically perform a single task or several closely related tasks.

Location:

BRA Sao Paulo - Rua Arquiteto Olavo Redig de Campos

Language Requirements:

Time Type:

Full time

Disclaimer: The statements above are intended to describe the general nature and level of work performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working in this position.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified candidates regardless of race, color, religion, gender, nationality, age, sexual orientation, gender identity or expression, protected veteran status, disability status, or any other legally protected characteristic.