Team Leader

hace 2 semanas

Medellín, Antioquia, Colombia Minacs A tiempo completo
{"h3": "Job Summary"}

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.

{"h3": "Key Responsibilities"}
  • Supervise a team of call center associates, ensuring they meet performance metrics and adhere to company policies and procedures.
  • Coach and develop team members to improve their performance and achieve their goals.
  • Identify and address performance-related issues, develop action plans, and implement corrective actions as needed.
  • Ensure service delivery meets contractual Key Performance Indicators (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.
  • Stay current on internal work processes, policies, and procedures.
  • Promote the Concentrix values through both behavior and attitude, including being an advocate for team members.
{"h3": "Requirements"}
  • 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.
  • Strong communication skills, both written and verbal.
  • Ability to lead a team in multi-tasking, prioritization, and meeting timelines on deliverables.
  • Ability to mentor, coach, and provide direction to a team of employees.
  • Willingness to work a flexible schedule.
{"h3": "Career Level Description"}

This role receives assignments in tasks-oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized line of business. Decisions are guided by policies, procedures, and business plans; receives guidance and oversight from the manager.

{"h3": "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.

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.

Location: COL Medellin - Proyecto FIC 48, #18A-14

Language Requirements: English

Time Type: Full time

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