Team Leader

Concentrix; Estado de México; On-site; USD 1,624 - 3,249; Full time

Job summary

Una empresa global de servicios de experiencia del cliente busca un reclutador profesional y ejecutivo para la región LATAM. Este rol es fundamental para supervisar y motivar a un equipo de asociados de centro de llamadas, asegurando que se cumplan los indicadores clave de rendimiento y las expectativas financieras. Se requiere un individuo altamente motivado, capaz de desarrollar y dirigir a su equipo en un entorno dinámico. Si tienes pasión por el liderazgo y la mejora continua, esta oportunidad es perfecta para ti.

Qualifications

• Experiencia en supervisión y coaching de equipos en un entorno de centro de llamadas.
• Habilidades de comunicación verbal y escrita en inglés son esenciales.

Responsibilities

• Supervisar las actividades diarias de los asociados del centro de llamadas.
• Desarrollar planes de acción para la mejora del rendimiento del equipo.

Skills

Coaching

Comunicación efectiva

Gestión del tiempo

Trabajo en equipo

Resolución de problemas

Education

Experiencia relevante de más de un año

Job description

Sr. Professional and Executive Recruiter LATAM at Concentrix

Concentrix, a global customer experience services and technologies company, is seeking a Sr. Professional and Executive Recruiter for the LATAM region.

Essential Functions/Core Responsibilities:

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations.
• Communicate expectations to employees and provide timely updates.
• Provide subject matter expertise in handling escalated customer calls as needed.
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
• Stay current on internal work processes, policies and procedures. Attend required manager development training.
• Promote the Concentrix values through both behavior and attitude, including being an advocate for team members.

Candidate Profile:

• Over a year of relevant experience is a must.
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
• Work well in a fast paced environment and follow through on items to completion.
• Strong communication skills, both written and verbal (English).
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable.
• Ability to mentor, coach and provide direction to a team of employees.
• Willingness to work a flexible schedule.

Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized line of business. Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager. Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback. Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.

Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Administrative, Management, and Strategy/Planning

Industries

IT Services and IT Consulting