The Sr Team Leader is responsible for the day-to-day supervision of a group of call center associates and serves as a mentor and coach to a group of Team Leaders. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability of both associates and team leaders.
Essential Functions/Core Responsibilities
Lead Team Members, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation
Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved
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 and changes
Provide subject matter expertise in handling escalated customer calls as needed
Manage team metrics and retention goals. Participate in discussions about reasons for attrition and root cause. Team with Site Leadership to develop actions to reduce attrition where possible. Provide feedback to team members on both call coaching and other daily performance and behavioral activities
Stay current on internal work processes, policies and procedures. Attend required manager development training
Supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
Complete shift-wide projects that aim to increase productivity, quality or other KPI
Promote the Company's values through both behavior and attitude, including being an advocate for your team members
Candidate Profile
Associate's degree in related field with four to six years of experience (with at l
📌 Sr. Team Leader, Operations (Bogotá)
🏢 Concentrix
📍 Bogotá
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