Vaga de Team Leader, Operations
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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 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.
<< Philippines ONLY, Additional Description >>
Manage the employment status of call center associates and participate in the
transfer, promotions or regularization of call center associates, which is
necessary before any such employee-movement is made
Exercises independent judgment and discretion in the performance of the said main
function as a means to implement management policies
Exercises authority to manage the employment status of a group of employees
(firing, promotion, regularization, etc.) including identifying and addressing
misconduct, policy and process violations of call center associates
Stay current on internal work processes, management policies and procedures and
ensures implementation of the same Implement management policies
Support and manage the program together with other Team Leaders and Managers
Providing input into selecting, training, developing, and completing performance
appraisal of work group(s) in accordance with the organizations policies and
applicable legal requirements
Manage team members on their performance on a regular basis, and write and deliver
performance appraisal.
The Team Leaders role is a managerial level position, a position reposed with
trust and confidence.
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:
BRA SAO PAULO Rua Tagipuru, 906 Barra Funda
Language Requirements:
Time Type:
Full time
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