Team Leader, Onsite, Lake Mary, FL - U.S.

About the position

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. As a Team Leader, you'll join an organically diverse team from 70+ countries where all members contribute and support each other's success and well-being, proudly united as 'game-changers.' Together, we help the world's best-known brands improve their businesses through exceptional customer experiences and tech-powered innovation. Due to continued growth, we're looking for more talented people to join our purpose, people as passionate about providing outstanding customer experiences as we are. This role offers a great opportunity to reimagine an all-new career journey and develop 'friends for life' at the same time. We'll give you all the training, technologies, and continuing support you'll need to succeed. Plus, at Concentrix, there's real career (and personal) growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That's why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you've always envisioned. As a Team Leader, you will be responsible for monitoring work and attendance in accordance with organization policy and applicable legal requirements. You will effectively coach direct reports on their performance regularly to ensure performance metrics are achieved at a minimum weekly. You will identify performance-related issues, develop an action plan for improvement, and implement corrective action, up to and including termination of employment. You will ensure that the service delivered to our customers meets contractual Key Performance Indicators (KPIs) and financial expectations, communicate expectations to employees, and provide timely updates. Additionally, you will conduct team meetings to ensure expedient communication of relevant information and as an open forum for input, schedule and organize team activities, and stay current on internal work processes, policies, and procedures.

Responsibilities
? Supervise a group of call center associates on a day-to-day basis.
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? Monitor work and attendance in accordance with organization policy and legal requirements.
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? Coach direct reports on their performance regularly to ensure performance metrics are achieved.
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? Identify performance-related issues and develop action plans for improvement.
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? Implement corrective actions, including termination of employment if necessary.
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? Ensure service delivered meets contractual KPIs and financial expectations.
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? Communicate expectations to employees and provide timely updates.
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? Handle escalated customer calls as needed with subject matter expertise.
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? Conduct team meetings for communication and input.
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? Schedule and organize team activities.

Requirements
? Associate's degree in a related field with two to four years of relevant experience preferred.
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? Highly motivated individual with skills to develop and coach team members.
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? Experience in an on-site contact center environment with a successful background in Sales.
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? Strong communication skills, both written and verbal.
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? Ability to lead a team in multi-tasking, prioritization, and meeting timelines.
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? Ability to mentor, coach, and provide direction to a team of employees.
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? Willingness to work a flexible schedule.
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? Must reside in the United States or have a valid U.S. address.

Nice-to-haves

Benefits
? 401(k) matching
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? Dental insurance
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? Employee assistance program
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? Health insurance
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? Paid time off
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? Referral program
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? Vision insurance

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