Team Leader, Operations

Concentrix; Lima Metropolitana; Presencial; PEN 100.942 - 151.413; Jornada completa

Descripción de la vacante

A leading customer service provider in Lima is looking for a Team Leader, Operations to supervise day-to-day activities of call center associates. The ideal candidate will have an Associate’s degree and 2-4 years of experience in a similar role, equipped with strong communication skills and the ability to coach team members to meet performance metrics. This full-time position offers a dynamic work environment focused on achieving service excellence.

Formación

• Two to four years of relevant experience preferred.
• Highly motivated with leadership skills.
• Ability to work under pressure.

Responsabilidades

• Supervise day-to-day operations of call center associates.
• Coach team members to achieve performance expectations.
• Manage escalated customer calls as needed.

Conocimientos

Coaching and mentoring

Strong communication skills

Multitasking

Performance management

Educación

Associate’s degree in a related field

Descripción del empleo

Join to apply for the Team Leader, Operations role at Concentrix

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.
• 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

• Associate’s degree in a related field with two to four years of relevant experience preferred.
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
• Works well under pressure and follows through on items to completion.
• Strong communication skills, both written and verbal.
• Ability to lead team in multi‑tasking, prioritization, and meeting timelines on deliverables.
• Ability to mentor, coach and provide direction to a team of employees.
• Willingness to work a flexible schedule.

Career Level Description

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 through 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.

Additional Description (Philippines Only)

• Manage the employment status of call center associates and participate in the transfer, promotions or regularization of calls before any such employee‑movement is made.
• Exercise independent judgment and discretion in the performance of the said main function as a means to implement management policies.
• Exercise authority to manage the employment status of a group of employees (firing, promotion, regularization, etc.) including identifying and addressing misconduct, policy and process violations of call center associates.
• Stay current on internal work processes, management policies and procedures and ensure implementation of the same.
• Support and manage the program together with other Team Leaders and Managers.
• Provide input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.
• Manage team members on their performance on a regular basis, and write and deliver performance appraisal.
• The Team Leader’s role is a managerial level position, a position reposed with trust and confidence.

Disclaimer

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.

Referrals increase your chances of interviewing at Concentrix by 2x

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Management and Manufacturing

Industries

IT Services and IT Consulting