Customer Service Team Lead

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Essential Functions/Core Responsibilities

1. 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.
2. Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.
3. Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.
4. Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations.
5. Communicate expectations to employees and provide timely updates.
6. Provide subject matter expertise in handling escalated customer calls as needed.
7. Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
8. Stay current on internal work processes, policies and procedures. Attend required manager development training.
9. Promote the Concentrix values through both behavior and attitude, including being an advocate for team members.

Candidate Profile

1. Associate's degree in related field with two to four years of relevant experience preferred.
2. Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
3. Work well under pressure and follow through on items to completion.
4. Strong communication skills, both written and verbal.
5. Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable.
6. Ability to mentor, coach and provide direction to a team of employees.
7. Willingness to work a flexible schedule.

About Concentrix

Concentrix Corporation (Nasdaq: CNXC), is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world’s best brands including over 100 Fortune Global 500 clients and over 115 global disruptor clients. Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and help differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in our key industry verticals: technology & consumer electronics; retail, travel & ecommerce; banking, financial services & insurance; healthcare; communications & media; automotive; and energy & public sector. For more information visit www.concentrix.com to learn more.