Team Leader
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Key skills for this role
About the Role
Supervise call center associates, coach performance, ensure Key Performance Indicators are met, and promote team values while managing team activities.
Key Skills for This Role
Responsibilities
- Supervise day to day activities of call center associates including work and attendance monitoring
- Coach direct reports on performance on a regular basis 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
- Conduct team meetings to communicate relevant information and gather input
- Stay current on internal work processes, policies, and procedures
- Attend required manager development training
- Promote Concentrix values through behavior and attitude
Requirements
- Experience in supervising a team of call center associates
- Ability to monitor performance and provide coaching
- Knowledge of call center KPIs and financial expectations
- Ability to handle escalated customer calls
Full Job Posting
Responsibilities
- Supervise day to day activities of call center associates including work and attendance monitoring.
- Coach direct reports on performance on a regular basis 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.
- Conduct team meetings to communicate relevant information and gather input.
- Schedule and organize team activities.
- Stay current on internal work processes, policies, and procedures.
- Attend required manager development training.
- Promote Concentrix values through behavior and attitude.
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