Call Center Team Lead — Drive Performance & Coaching

Concentrix; Ciudad de México; Presencial; MXN 279.000 - 469.000; Jornada completa

Descripción de la vacante

Concentrix in Mexico City is seeking a Team Leader, Operations to supervise a group of call center associates and ensure performance metrics are achieved through coaching, motivation and accountability.

You will coach direct reports weekly, manage attendance, address performance issues, and ensure service levels meet KPIs and contractual expectations while promoting Concentrix values.

Formación

• Associate's degree in related field with 2–4 years of relevant experience preferred.
• Strong communication skills, both written and verbal.
• Ability to lead a team in multi-tasking, prioritization, and meeting timelines on deliverables.

Responsabilidades

• Supervise day-to-day activities of a group of call center associates in line with policy and legal requirements.
• Coach team members on performance regularly to meet metrics.
• Identify performance issues, develop action plans, implement corrective actions up to termination.
• Ensure service levels and KPIs meet contractual and financial expectations.
• Communicate expectations and provide timely updates to staff.
• Handle escalated customer calls as needed with SME guidance.
• Conduct team meetings and manage team activities for effective communication.
• Stay updated on internal processes and attend manager development training.
• Promote company values and advocate for team members.

Conocimientos

Coaching

Communication

Leadership

Multi-tasking

Timelines

Educación

Associate's degree

Descripción del empleo

Concentrix in Mexico City is seeking a Team Leader, Operations to supervise a group of call center associates and ensure performance metrics are achieved through coaching, motivation and accountability.

You will coach direct reports weekly, manage attendance, address performance issues, and ensure service levels meet KPIs and contractual expectations while promoting Concentrix values.