Senior Team Leader

2 weeks ago

Taguig, National Capital Region, Philippines Concentrix Full time

Team Leader

The Team Leader is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation, and accountability.

Essential Functions/Core Responsibilities

  • 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.
  • coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.
  • performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.
  • service delivered to our customers meets contractual Key Performance Indicator ('KPIs') and financial expectations.
  • expectations to employees and provide timely updates.
  • subject matter expertise in handling escalated customer calls as needed.
  • Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
  • current on internal work processes, policies, and procedures. Attending required manager development training.
  • Concentrix values through both behavior and attitude, including being an advocate for team members.

Career Level Description

  • assignments in tasks-oriented terms and supervises subordinates to set priorities and complete assignments.
  • and supervises the daily activities of business or technical support or production team members.
  • charge of handling single and medium-sized line of business.
  • are guided by policies, procedures, and business plan; receives guidance and oversight from manager.
  • direct reports to achieve set metrics and business goals through coaching, mentoring, and providing regular feedback.
  • does not spend more than 20% of time performing the work supervised.
  • escalated issues.
  • non-exempt employees who generally perform either a single task or multiple, but closely related tasks.

Candidate Profile

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

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.


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