TEAM LEADER

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 
-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