CONCENTRIX- Team Leader, Operations (St.James)

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×250&×343&correlator=634438135210&frm=20&pv=1&ga_vid=1649910543.1614173122&ga_sid=1614173122&ga_hid=1997071444&ga_fc=0&u_tz=-300&u_his=3&u_java=0&u_h=846&u_w=412&u_ah=846&u_aw=412&u_cd=24&u_nplug=0&u_nmime=0&adx=24&ady=2515&biw=412&bih=718&scr_x=0&scr_y=0&eid=31060287%2C21066428%2C21068769%2C21068893%2C21066973&oid=3&pvsid=514044324327274&pem=275&!2&btvi=1&fsb=1&xpc=x9vvUmLuBe&p=https%3A//
  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 work a flexible schedule

Career Level Description 

  • 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 plan; receives guidance and oversight from manager.  
  • Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback. 
  • Typically does not spend more than 20% of time performing the work supervised. 
  • Handles escalated issues.  
  • Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.


Job reposted on behalf of Concentrix.

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