Regional Case Management Team Lead — Onsite

Concentrix Corporation; Farmington Hills (MI); In loco; USD 50.000 - 55.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical, dental, vision insurance

401(k) retirement plan

Paid time off and holidays

Paid training and employee referrals

Descrizione del lavoro

Concentrix in Farmington Hills, MI seeks a Team Leader for Regional Case Management on site. You will lead a diverse team, coach performance, and ensure KPIs are met while maintaining a focus on customer outcomes.

The role requires 3+ years in case management and 1+ year of leadership, with strong analytics, MS Office, and communication skills. On-site collaboration and career growth are highlighted in this position.

Competenze

• Minimum 3 years of experience in customer case management or related operations.
• Minimum 1 year of leadership, mentoring, coaching, or team leadership experience.
• Prior call center management experience required.
• Strong analytical and problem-solving abilities.
• Proficient in Microsoft Office; Excel, Outlook, PowerPoint, Teams.

Mansioni

• Lead, motivate, and support a team of Regional Case Managers.
• Conduct regular coaching sessions, performance discussions, and developmental activities.
• Monitor KPIs, SLAs, productivity, quality, and customer satisfaction.
• Foster accountability, ownership, and continuous improvement.
• Provide escalation guidance on complex cases and operational challenges.
• Partner with Operations Managers to reduce aged cases and improve outcomes.
• Assist with candidate interviews, hiring decisions, and onboarding planning.
• Support onboarding and ongoing coaching for new hires.

Conoscenze

Team leadership

Customer case management

Call center management

Analytical skills

Organizational skills

Metrics interpretation

MS Office

Verbal communication

Written communication

Onsite work

Formazione

High School Diploma or GED

Bachelor's degree (preferred)

Strumenti

Salesforce

Descrizione del lavoro

Concentrix in Farmington Hills, MI seeks a Team Leader for Regional Case Management on site. You will lead a diverse team, coach performance, and ensure KPIs are met while maintaining a focus on customer outcomes.

The role requires 3+ years in case management and 1+ year of leadership, with strong analytics, MS Office, and communication skills. On-site collaboration and career growth are highlighted in this position.