Concentrix
Team Leader, Operations - Bilingual
CRI San Jose - US Embassy · Full-time
Sponsorship not specifiedDetected 7 days ago
Customer SupportCommunicationMentoring
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odds of building a lasting career here
33Risky
Cap-exempt (no lottery)0
Sponsors this role65
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70
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About the role
- Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
- Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs') and financial expectations
- Communicate expectations to employees and provide timely updates
Responsibilities
- Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
- 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
- Manage team members on their performance on a regular basis, and write and deliver performance appraisal.
Requirements
- Attend required manager development training
- Ability to mentor, coach and provide direction to a team of employees
Nice to have
- Associate's degree in related field with two to four years of relevant experience preferred
Skills
- Strong communication skills, both written and verbal
Company info
- 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
- 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
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This listing is sourced directly from Concentrix's careers page and normalized into a canonical job model.