Regional Case Management Lead: Coaching & Operational Excellence

Concentrix CVG Customer Management Group Inc.; Farmington Hills (MI); On-site; USD 55,000 - 75,000; Full time

Job summary

Concentrix CVG Customer Management Group Inc. is seeking a Team Leader for Regional Case Management in Farmington Hills, MI.

This onsite role will supervise a group of call center associates, providing coaching, motivation, and accountability to meet performance metrics. The Team Leader will monitor KPIs, SLAs, productivity, quality, and customer satisfaction, while fostering accountability and continuous improvement.

Responsibilities

• Lead, motivate, and support a team of Regional Case Managers.
• Monitor KPIs, SLAs, productivity and customer satisfaction against targets.
• Identify process improvements and coach staff for continuous improvement.

Job description

Concentrix CVG Customer Management Group Inc. is seeking a Team Leader for Regional Case Management in Farmington Hills, MI.

This onsite role will supervise a group of call center associates, providing coaching, motivation, and accountability to meet performance metrics. The Team Leader will monitor KPIs, SLAs, productivity, quality, and customer satisfaction, while fostering accountability and continuous improvement.