Team Leader | Nuvali

  • Full Time
  • Laguna

Concentrix


JOB PROFILE SUMMARY



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.

Candidate Profile

• With at least 1-2 years of experience as a Team Leader, preferably with experience

• Knowledgeable in managing NPS or CSAT and AHTsu

• 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 deliverables

• Ability to mentor, coach and provide direction to a team of employees

• Willingness to work a flexible schedule

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

• 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

READ:   Mobile Bancassuarnce Sales Executive-5

• 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

  • Antas ng seniority


    Mid-Senior level

  • Uri ng trabaho


    Full-time

  • Function sa trabaho


    Management, Customer Service

  • Mga Industriya


    Outsourcing/Offshoring


Apply

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