Team Leader, Operations

Concentrix - CA; São Paulo; Presencial; BRL 30.000 - 60.000; Tempo integral

Resumo da oferta

An established industry player is seeking a dynamic Team Leader for Operations to oversee daily activities in a vibrant call center environment. This role focuses on coaching and developing a dedicated team of associates to meet performance metrics and enhance customer service quality. The ideal candidate will thrive under pressure, possess strong communication skills, and be committed to fostering a positive team culture. Join a forward-thinking company that values your contributions and offers opportunities for growth and development in a supportive setting.

Qualificações

• 2-4 years of relevant experience in a supervisory role.
• Strong ability to coach and develop team members effectively.

Responsabilidades

• Supervise call center associates and monitor performance metrics.
• Conduct regular coaching sessions to improve team performance.
• Handle escalated customer calls and provide subject matter expertise.

Conhecimentos

Coaching

Team Management

Communication Skills

Multitasking

Performance Monitoring

Formação académica

Associate's Degree

Descrição da oferta de emprego

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 coaching, motivation, and accountability.

Essential Functions/Core Responsibilities

1. Responsible for supervising call center associates, including monitoring work and attendance according to organizational policies and legal requirements.
2. Coach team members regularly to meet performance metrics, at least weekly.
3. Identify performance issues, develop improvement plans, and implement corrective actions, including termination if necessary.
4. Ensure customer service meets contractual KPIs and financial expectations.
5. Communicate expectations clearly and provide timely updates to team members.
6. Handle escalated customer calls as needed, providing subject matter expertise.
7. Conduct team meetings for effective communication and organize team activities.
8. Stay current on internal policies, procedures, and attend management training.
9. Promote company values through behavior and attitude, advocating for team members.

Candidate Profile

• Associate's degree in a related field preferred, with 2-4 years of relevant experience.
• Motivated individual skilled in coaching and developing team members.
• Capable of working under pressure and completing tasks.
• Strong written and verbal communication skills.
• Ability to multitask, prioritize, and meet deadlines.
• Experience in mentoring and guiding employees.
• Willing to work flexible schedules.

Career Level Description

Supervises teams, sets priorities, and manages daily activities. Handles escalated issues and makes decisions within policies. Typically spends less than 20% of time performing supervised tasks. Manages non-exempt employees, guiding them to meet metrics and goals through coaching and feedback.

Additional Responsibilities

• Manage employment status, transfers, promotions, and regularization of associates.
• Exercise judgment and discretion in implementing management policies.
• Handle disciplinary actions and policy violations.
• Support and collaborate with other managers and team leaders.
• Participate in hiring, training, and performance appraisals.
• Manage team performance and conduct performance reviews.
• This managerial role is entrusted with significant responsibility and trust.

Disclaimer

The above describes the general nature of the work. It is not exhaustive of all duties and skills required.

Concentrix is an equal opportunity employer, evaluating applicants without regard to protected characteristics.

Location:

BRA SAO PAULO Rua Tagipuru, 906 Barra Funda

Language Requirements:

Time Type: Full time

Note: California residents acknowledge the privacy notice by submitting their information.

Concentrix is a global business services company focused on customer engagement and business performance improvement.