Team Leader
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Key skills for this role
About the Role
Concentrix seeks a Team Leader to supervise a group of call center associates in Riyadh. Responsibilities include coaching, performance management, and ensuring service delivery meets KPIs.
Key Skills for This Role
Responsibilities
- Supervise a group of call center associates including work and attendance monitoring
- Coach direct reports on performance regularly to ensure metrics are achieved
- Identify performance issues, develop action plans, and implement corrective action up to termination
- Ensure service delivered meets contractual 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 communication and open forum for input
- Stay current on internal work processes, policies and procedures; attend required manager development training
- Promote Concentrix values through behavior and attitude
Requirements
- Associate's degree in related field with two to four years of relevant experience preferred
- Highly motivated with skills to develop and coach team members
- Ability to work 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
- Ability to mentor, coach and provide direction to a team of employees
- Willingness to work a flexible schedule
Full Job Posting
Essential Functions/Core Responsibilities
- Responsible for day to day supervision of a group of call center associates including work and attendance monitoring
- Effectively coach direct reports on performance on a regular basis to ensure performance metrics are achieved
- Identify performance related issues, develop action plan, implement corrective action up to termination
- Ensure service delivered meets contractual 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 and open forum for input
- Stay current on internal work processes, policies and procedures; attend required manager development training
- Promote Concentrix values through behavior and attitude
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
- 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
- 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 daily activities of business or technical support or production team members.
- In charge of handling single and medium sized line of business.
- Decisions guided by policies, procedures and business plan; receives guidance and oversight from manager.
- Drives direct reports to achieve set metrics and business goals through coaching, mentoring and 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.
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