Team Leader - Uber

Concentrix Corp; Comisión de Fomento de Perú; Sur place; ARS 29 694 000 - 44 541 000; Plein temps

Résumé du poste

Concentrix Corp en Perú busca un Team Leader para liderar un equipo de call center enfocado en servicios de Uber. Supervisará a los asociados, entrenará y motivará al personal, y gestionará el rendimiento para asegurar el logro de KPIs y metas contractuales.

La posición requiere capacidad para comunicar de forma efectiva, manejar múltiples tareas y ajustar horarios. Se valorará experiencia previa en liderazgo y disponibilidad para trabajar según necesidades del negocio.

Qualifications

• Paquete de habilidades de liderazgo y coaching para equipos de call center.
• Capacidad de comunicar objetivos y expectativas de forma clara.
• Habilidad para priorizar y gestionar múltiples tareas y plazos.
• Disposición para horarios flexibles.

Responsabilités

• Supervisar diariamente a un grupo de agentes, monitorizando asistencia y desempeño según políticas y requisitos legales.
• Entrenar y orientar al personal para alcanzar métricas de rendimiento semanalmente como mínimo.
• Identificar problemas de rendimiento, planear mejoras y aplicar acciones correctivas, incluyendo despidos si aplica.
• Asegurar que el servicio cumpla con KPIs contractuales y expectativas financieras.
• Comunicar expectativas y mantener actualizados a los empleados.
• Brindar experiencia en manejo de llamadas escaladas.
• Realizar reuniones de equipo y organizar actividades.
• Mantenerse actualizado sobre procesos y políticas internas; asistir a capacitación de desarrollo gerencial.
• Promover los valores de la empresa y apoyar al equipo.

Connaissances

Liderazgo de equipo

Gestión del rendimiento

Comunicación efectiva

Trabajo bajo presión

Formation

Associate's degree

Description du poste

Team Leader - UBER

Empresa : Concentrix Corp
Tipo de empleo : Tiempo completo Peru

Descripción del trabajo - Team Leader - UBER

Job Description

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 (Ideally) 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 organization’s policies and applicable legal requirements
• Manage team members on their performance on a regular basis, and write and deliver performance appraisal.
• The Team Leader’s 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.

Location: PER Lima - Avenida El Camino Real N195 Calle Santa Luisa

Full time

Sobre la empresa

Concentrix Corp

Concentrix is a global technology and services leader that powers the world’s best brands, today and into the future.