Jobs at Concentrix in Brazil

Job Title:

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 adequate coaching, motivation, and accountability.

1. 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.
2. Effectively coach direct reports regularly to ensure performance metrics are achieved at a minimum weekly.
3. Identify performance-related issues, develop an action plan for improvement, implement corrective actions, up to and including termination of employment.
4. Ensure service delivered to customers meets contractual KPIs and financial expectations.
5. Communicate expectations to employees and provide timely updates.
6. Provide subject matter expertise in handling escalated customer calls as needed.
7. Conduct team meetings for effective communication and organize team activities.
8. Stay current on internal work processes, policies, and procedures; attend required manager development training.
9. Promote Concentrix values through behavior and attitude, advocating for team members.

• Associate's degree in a related field with two to four years of relevant experience preferred.
• Highly motivated with skills to develop and coach team members to meet performance expectations.
• Work well under pressure and follow through on tasks to completion.
• Strong written and verbal communication skills.
• Ability to lead a team in multitasking, prioritization, and meeting deadlines.
• Willing to work a flexible schedule.

Receives assignments in task-oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates daily activities of support or production teams. Responsible for handling single or medium-sized lines of business. Decisions guided by policies, procedures, and business plans; oversight from a manager. Drives team to achieve metrics through coaching and feedback. Handles escalated issues. Supervises non-exempt employees performing related tasks.

• Manage employment status of call center associates, participate in transfers, promotions, and regularizations.
• Exercise independent judgment in implementing management policies.
• Manage employment decisions, including addressing misconduct and policy violations.
• Stay current on internal processes and policies, ensuring their implementation.
• Support program management with other Team Leaders and Managers.
• Contribute to selecting, training, developing, and appraising the team.
• Regularly evaluate team performance and deliver performance appraisals.

The above statements describe the general nature of work and are not exhaustive of all responsibilities, duties, and skills required.

Concentrix is an equal opportunity employer, evaluating applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, veteran status, disability, or other protected characteristics.

Location: BRA Curitiba - JOSÉ LOUREIRO, 540

Language Requirements:

Time Type: Full time

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents