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Job Title

Team Leader

Location

Medellín, Colombia

Job Description

The Team Leader, Operations is responsible for 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 / Core Responsibilities

- 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.
- 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 customers meets contractual Key Performance Indicators (KPIs) and financial expectations.
- Communicate expectations to employees and provide timely updates.
- 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.
- Promote the Concentrix values through behavior and attitude, including being an advocate for team members.
- Manage the employment status of call center associates and participate in transfer, promotions or regularization of associates before any such employee movement is made.
- Exercise independent judgment and discretion in performing the main function to implement management policies.
- Exercise authority to manage employment status of a group of employees (firing, promotion, regularization, etc.) including identifying and addressing misconduct and policy violations.
- Support and manage the program together with other team leaders and managers.
- Provide input into selecting, training, developing,



and completing performance appraisal of work groups in accordance with company policies and legal requirements.
- Manage team members’ performance on a regular basis, write and deliver performance appraisal.

Qualifications

- Associate's degree in a 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 to completion.
- Strong written and verbal communication skills.
- Ability to lead team in multitasking, prioritization and meeting timelines on deliverables.
- Ability to mentor, coach and provide direction to a team of employees.
- Willingness to work a versatile schedule.

Career Level Description

- Receives assignments in task‑oriented terms and supervises subordinates to set priorities and complete assignments.
- Coordinates and supervises daily activities of business or technical support or production team members.
- In charge of handling single and medium‑sized lines of business.
- Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager.
- Drives direct reports to achieve set metrics and business goals through coaching, mentoring and providing regular feedback.
- Typically does not spend more than 20% of time performing the work supervised.
- Handles escalated issues.
- Supervises non‑exempt employees who perform either a single or multiple closely related tasks.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Equal Opportunity Employer

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Job Classification

Full time

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📌 Team Leader (Colombia)
🏢 Webhelp
📍 Colombia