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/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 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 organize team
activities
* Stay current on internal work processes, policies and procedures. Attend
required manager development training
* Promote the Concentrix values through both behavior and attitude, including
being an advocate for team members
CANDIDATE PROFILE
* Associate's degree in 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 team in multi-tasking, prioritization, and meeting timelines
on deliverable
* Ability to mentor, coach and provide direction to a team of emplo
📌 Team Leader, Operations (Bogotá)
🏢 CNX
📍 Bogotá
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