Call Center Operations Lead & Performance Coach

Concentrix; Perímetro Urbano Medellín; On-site; COP 33,480,000 - 61,380,000; Full time

Job summary

Concentrix in Medellín, Colombia seeks a Team Leader Operations to supervise a group of call center associates and drive performance toward KPIs. The role requires coaching, attendance monitoring, and ongoing mentoring to deliver results in a fast-paced contact center environment.

Responsibilities include coaching on performance, identifying issues, managing escalations, and leading team meetings. A flexible schedule and strong communication are essential to success in this role.

Qualifications

• Associate's degree in related field with two to four years of relevant experience preferred.
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
• Strong communication skills, both written and verbal.
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable.
• Willingness to work a flexible schedule.

Responsibilities

• Supervise day-to-day call center operations for a group of associates.
• Coach direct reports regularly to ensure performance metrics are met.
• Identify performance issues, develop action plans and implement corrective actions up to termination.
• Ensure KPIs and contractual targets are met for service delivery and financial expectations.
• Communicate expectations to employees and provide timely updates.
• Provide subject matter expertise in handling escalated calls as needed.
• Conduct team meetings to facilitate open communication and information sharing.
• Schedule and organize team activities and stay current on internal processes.

Skills

Coaching

Leadership

Communication

Multi-tasking

Prioritization

Mentoring

Flexibility

Education

Associate's degree in related field

Job description

Concentrix in Medellín, Colombia seeks a Team Leader Operations to supervise a group of call center associates and drive performance toward KPIs. The role requires coaching, attendance monitoring, and ongoing mentoring to deliver results in a fast-paced contact center environment.

Responsibilities include coaching on performance, identifying issues, managing escalations, and leading team meetings. A flexible schedule and strong communication are essential to success in this role.