The Team Leader, Operations is responsible for the day‑to‑day supervision of a group of call centre 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 centre associates including work and attendance monitoring in accordance with organisation 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 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 organise team activities.
- Stay current on internal work processes, policies and procedures; attend required manager development training.
- Promote the Concentrix values through both behaviour and attitude, including being an advocate for team members.
Candidate Profile
- 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 on items to completion.
- Strong communication skills, both written and verbal.
- Ability to lead a team in multi‑tasking, prioritisation and meeting timelines on deliverables.
- Ability to mentor, coach and provide direction to a team of employees.
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📌 Team Leader, Operations (Bogotá)
🏢 Concentrix
📍 Bogotá
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