Operations Team Lead - Call Center Coach (Flexible Schedule)

Concentrix; Medellín; Sur place; COP 27 900 000 - 39 060 000; Plein temps

Résumé du poste

Concentrix Medellín is seeking a Team Leader, Operations to supervise a group of call center associates and drive performance through coaching and accountability. This role focuses on meeting contractual KPIs while ensuring quality service and adherence to policies.

The ideal candidate will coach staff weekly, monitor attendance, address performance gaps, and collaborate with managers to optimize processes. Spanish fluency and a flexible schedule are required.

Qualifications

• Associate's degree in related field; 2–4 years of relevant experience preferred.
• Motivated individual capable of coaching and developing team members to meet targets.
• Strong written and verbal communication skills.
• Ability to lead a team in multi-tasking, prioritization, and timely delivery.
• Willingness to work a flexible schedule.

Responsabilités

• Supervise day-to-day activities of call center associates and monitor attendance.
• Coach direct reports regularly to meet performance metrics.
• Identify performance issues and implement corrective actions, up to termination.
• Ensure KPIs and financial expectations are met.
• Communicate expectations and provide timely updates.
• Handle escalated calls as needed.
• Conduct team meetings and organize team activities.
• Stay current on internal processes and attend manager training.
• Promote company values and advocate for team members.

Connaissances

Coaching

Communication

Team leadership

Prioritization

Formation

Associate's degree

Description du poste

Concentrix Medellín is seeking a Team Leader, Operations to supervise a group of call center associates and drive performance through coaching and accountability. This role focuses on meeting contractual KPIs while ensuring quality service and adherence to policies.

The ideal candidate will coach staff weekly, monitor attendance, address performance gaps, and collaborate with managers to optimize processes. Spanish fluency and a flexible schedule are required.