Senior Team Leader, Operations
Concentrix
Cebu City
2d ago

Essential Functions / Core Responsibilities

  • Lead Team Members, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation
  • Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved
  • 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 and changes
  • Provide subject matter expertise in handling escalated customer calls as needed
  • Manage team metrics and retention goals. Participate in discussions about reasons for attrition and root cause. Team with Site Leadership to develop actions to reduce attrition where possible.
  • Provide feedback to team members on both call coaching and other daily performance and behavioral activities

  • Stay current on internal work processes, policies and procedures. Attend required manager development training
  • Supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
  • Complete shift-wide projects that aim to increase productivity, quality or other KPI
  • Promote the Company's values through both behavior and attitude, including being an advocate for your team members
  • Candidate Profile

  • Associate's degree in related field with four to six years of experience (with at least one year of Progressive Management Experience) preferred
  • Strong communication skills, both written and verbal
  • Demonstrated ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
  • Demonstrated ability to mentor, coach and provide direction to a team of employees
  • Work well under pressure and follow through on items to completion
  • Willingness to work a flexible schedule
  • Career Framework Role

    Receives assignments as objectives with goals and processes in which to meet the goals. Interacts with Team Managers / Leaders / Supervisors and team members, other functional areas, management, and outside vendors to complete objectives.

    Set priorities for Team Managers / Leaders / Supervisors and team members , and coordinates and supervises the daily activities.

    In charge of handling large and / or multiple lines of business. Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback.

    Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager and / or director.

    Depending on the size of the program may act as an Operations Manager.

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