Full job description

Job Title:Team Lead (Onsite)

Job DescriptionThe 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. (Military veterans are encouraged to apply.)

A NEW CAREER POWERED BY YOU

Are you looking for a career change with a forward-thinking global organization that nurtures a true people-first , inclusive culture and a genuine sense of belonging ? Would you like to join a company that earns “ World’s Best Work places , ” “ Best Company Culture , ” and “ Best Companies for Career Growth ” awards every year? Then a onsite “Team Lead” position at Concentrix is just the right place for you!

As a onsite “Team Lead”, 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 power a world that works through exceptional customer experiences and tech-powered innovation . And 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.

CAREER GROWTH AND PERSONAL DEVELOPMENT

This is a great opportunity to reimagine a n 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, a bout 80% of our managers and leaders have been promoted from within ! T hat’s why w e 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.

WHAT YOU WILL DO IN THIS ROLE

As a onsite “Team Lead” , you will:

• 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