Call Center Operations Team Lead

cnx; Medellín; Presencial; COP 60.000.000 - 90.000.000; Jornada completa

Descripción de la vacante

Concentrix in Medellin, Colombia seeks a Team Leader, Operations to supervise a group of call center associates and drive performance metrics. You will coach, motivate, and hold the team accountable to meet service levels and KPIs.

The role requires an Associate's degree and strong communication skills. You will mentor staff, manage attendance, and lead team meetings while aligning with company policies and processes.

Formación

• Experience in leading a team and driving performance metrics.
• Strong communication and interpersonal skills.
• Ability to coach, mentor and deliver feedback.
• Experience managing attendance and schedules.
• Flexibility to adapt to changing priorities.

Responsabilidades

• Supervise day-to-day activities of a group of call center associates.
• Coach staff regularly to meet weekly performance metrics.
• Identify performance issues and implement improvement plans.
• Ensure service aligns with KPIs and financial targets.
• Communicate expectations and provide timely updates to the team.
• Handle escalated customer calls as needed.

Conocimientos

Team leadership

Coaching

Communication

Performance management

Attendance monitoring

Mentoring

Educación

Associate's degree in related field

Descripción del empleo

Concentrix in Medellin, Colombia seeks a Team Leader, Operations to supervise a group of call center associates and drive performance metrics. You will coach, motivate, and hold the team accountable to meet service levels and KPIs.

The role requires an Associate's degree and strong communication skills. You will mentor staff, manage attendance, and lead team meetings while aligning with company policies and processes.