Team Leader – Operations

About the role

The Team Leader, Operations supervises a group of call‑center associates, ensuring performance metrics are met through coaching, motivation, and accountability. This role involves daily monitoring, handling escalated calls, and promoting Concentrix values.

Key responsibilities

• Supervise day‑to‑day activities of a team of call‑center associates, monitoring work and attendance in line with policy and legal requirements.
• Coach and motivate team members regularly to achieve or exceed weekly performance metrics.
• Identify performance issues, develop improvement plans and implement corrective actions up to termination.
• Ensure service delivery meets contractual KPIs and financial targets.
• Communicate expectations, provide timely updates and act as subject‑matter expert for escalated customer calls.
• Conduct regular team meetings, organize team activities and keep the team informed of process changes.
• Attend required manager development training and stay current on internal policies and procedures.
• Champion Concentrix values through behavior and attitude, advocating for team members.

Required profile

• Associate degree or equivalent; 2‑4 years of relevant call‑center or supervisory experience preferred.
• Highly motivated with strong ability to develop and coach team members.
• Ability to work under pressure, follow through on tasks and meet deadlines.
• Excellent written and verbal communication skills.
• Proven capability to lead multitasking, prioritize work and meet deliverable timelines.
• Willingness to work a flexible schedule.

Required skills