TeamLeader,Operations

Job Title: Team Leader, Operations Job Description 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 employees * Willingness to w