Bilingual Team Leader C1 BPO

Descripción de la oferta

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

Candidate Profile:
Languages: English C1
Associate's degree in related field with two to four years of relevant experience preferred
Highly motivated individual with skills to develop and coach team members to achieve performance expectations
Work well under pressure and follow through on items to completion
Strong communication skills, both written and verbal
Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
Ability to mentor, coach and provide direction to a team of employees
Willingness to work a flexible schedule

Requerimientos

• Educación mínima: Educación superior - Licenciatura
• Menos de 1 año de experiencia

Hace 2 días (actualizada)

Acerca de Concentrix services Mexico

At Concentrix, we help you look at your CX challenges differently, to create innovative solutions that deliver exceptional experiences and drive better performance. Our unique, holistic, and outcome-focused approach helps your business work smarter and more efficiently, and be better aligned for growth. We don’t just design and build next-gen CX solutions; we integrate them, manage them, and continually innovate them to benefit your business, your customers, and your brand.

Salarios