Team Leader, Operations
Full Job Posting
Role and Key Responsibilities:
- Supervise day-to-day operations of a team of voice process associates, ensuring adherence to performance metrics through coaching, motivation, and accountability.
Supervise day-to-day operations of a team of voice process associates, ensuring adherence to performance metrics through coaching, motivation, and accountability.
Monitor work and attendance in accordance with organizational policies and legal requirements.
Monitor work and attendance in accordance with organizational policies and legal requirements.
- Provide effective coaching to direct reports to ensure consistent high performance.
Provide effective coaching to direct reports to ensure consistent high performance.
Identify performance-related issues, develop improvement plans, and implement corrective actions.
Identify performance-related issues, develop improvement plans, and implement corrective actions.
Ensure service delivery meets contractual Key Performance Indicators (KPIs) and financial expectations.
Ensure service delivery meets contractual Key Performance Indicators (KPIs) and financial expectations.
Handle escalated customer calls and provide subject matter expertise.
Handle escalated customer calls and provide subject matter expertise.
Conduct team meetings to communicate updates and encourage feedback.
Conduct team meetings to communicate updates and encourage feedback.
Organize team activities and foster engagement.
Organize team activities and foster engagement.
Stay updated on internal processes, policies, and procedures.
Stay updated on internal processes, policies, and procedures.
Attend required leadership and development training.
Attend required leadership and development training.
Promote CNX values—“Walk the talk” and lead by example.
Key Skills and Knowledge:
- Associate's degree in a related field with 2–4 years of relevant experience preferred.
Associate's degree in a related field with 2–4 years of relevant experience preferred.
Prior experience in a voice process (inbound/outbound/customer service/sales).
Prior experience in a voice process (inbound/outbound/customer service/sales).
Strong understanding of voice metrics such as AHT, CSAT, FCR, call quality, service levels, and shrinkage.
Strong understanding of voice metrics such as AHT, CSAT, FCR, call quality, service levels, and shrinkage.
Knowledge of absenteeism, attrition, and workforce management.
Knowledge of absenteeism, attrition, and workforce management.
Ability to coach and develop team members to meet performance expectations.
Ability to coach and develop team members to meet performance expectations.
Strong oral communication and listening skills.
Strong oral communication and listening skills.
- Ability to lead, multitask, prioritize, and meet deadlines.
Ability to lead, multitask, prioritize, and meet deadlines.
Experience in handling escalations and driving resolution.
Experience in handling escalations and driving resolution.
Willingness to work in a flexible schedule.
Willingness to work in a flexible schedule.
- Minimum one year of experience as a Team Leader in a voice process.
About Concentrix
Provides customer experience and digital solutions to global brands.
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