Team Leader, Operations

Concentrix TSC UK Ltd; Sheffield; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Competitive salary and benefits

Job summary

Concentrix TSC UK Ltd in Sheffield seeks a Team Leader – Operations to lead a call centre team, drive performance and deliver excellent customer service. You will coach reps, monitor KPIs, and foster a productive, customer-focused environment.

You will guide day-to-day activities, manage priorities and develop talent while upholding company values within a fast-paced setting.

Qualifications

• Experience leading teams in a call centre or fast-paced environment.
• Strong coaching and performance management skills.
• Excellent communication with stakeholders and team members.

Responsibilities

• Supervise daily activities to meet operational goals.
• Coach and develop team members to improve KPIs.
• Deliver exceptional customer service and handle escalations.
• Communicate updates and run productive team meetings.
• Support learning and development to boost performance.

Skills

Team leadership

Coaching

Performance monitoring

Communication

Multitasking

Job description

Team Leader, Operations

Team Leader – Sales Are you an enthusiastic leader eager to drive performance in a vibrant call centre environment? At Concentrix, we are looking for a passionate Team Leader to join our team…

About the Role

As a Team Leader, you’ll play a key role in supporting and developing a team of Call Centre Associates. You’ll be responsible for managing day-to-day performance, helping your team achieve their goals and ensuring we deliver an excellent customer experience. We’re looking for someone who enjoys working in a fast-paced environment, is passionate about developing people and can lead by example.

Key Responsibilities

• Supervision & Performance Monitoring Manage the day-to-day activities of a team to achieve operational goals. Monitor attendance and ensure team members follow company policies and procedures. Support your team to stay focused, engaged and productive.
• Coaching & Development Hold regular coaching and performance conversations to help team members meet and exceed their KPIs. Identify areas for improvement and create personalised action plans. Motivate and support team members to develop their skills and reach their potential.
• Customer Service Excellence Drive an exceptional customer experience while meeting business and customer requirements. Support team members with escalated customer queries and help them find effective solutions. Lead by example in delivering high-quality customer service.
• Effective Communication Clearly communicate expectations, updates and important information to your team. Run engaging team meetings that encourage participation and open discussion. Build strong working relationships with your team and wider business.
• Ongoing Learning & Development Keep up to date with internal processes, policies and procedures. Take part in mandatory manager development and training programmes. Continuously look for ways to improve team performance and the customer experience.
• Promoting Company Values Lead by example and demonstrate Concentrix’s values in your day-to-day work. Create a positive, inclusive and supportive team environment.

About You

• A motivated leader – passionate about supporting, developing and mentoring others.
• Results-driven – able to work under pressure, manage priorities and follow tasks through to completion.
• An excellent communicator – confident communicating clearly with both team members and wider stakeholders.
• A strong multitasker – able to manage competing priorities while keeping your team focused and productive.
• An experienced coach – with experience of mentoring, supporting or developing team members.
• Knowledgeable about the industry – Experience working in telecommunications an advantage.
• Flexible – willing to adapt your working pattern where needed to support your team and the business.

Why Join Us?

• This is more than just a Team Leader role. You’ll have the opportunity to develop your leadership skills, make a real difference to your team and build a career within a global organisation.
• Competitive Salary & Benefits – enjoy a robust compensation package with opportunities for growth and continuous development.
• Dynamic Work Environment – be part of a supportive team that values your input and encourages collaboration.
• Professional Development – access training and development programmes to strengthen your leadership skills and support your career growth.
• Join the Concentrix family and become part of a team where your contribution matters.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location: GBR Sheffield - 1 Nunnery Square

Language Requirements: Time Type: Full time Mission: Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.