Sr. Team Leader
hace 2 semanas
The Senior Team Leader oversees a group of call center associates and guides a team of Team Leaders. This role involves ensuring that performance goals are met through effective coaching, motivation, and accountability.
Essential Functions/Core Responsibilities- Lead Team Members to foster professional growth through coaching and teamwork
- Coach team members regularly to achieve performance metrics
- Address performance issues, create improvement plans, and take necessary actions
- Ensure service meets Key Performance Indicators and financial targets
- Communicate expectations and provide updates to employees
- Offer expertise in handling escalated customer calls
- Manage team metrics, retention goals, and address attrition concerns
- Stay updated on work processes and policies, attending necessary training
- Supervise call center associates, monitor work and attendance
- Collaborate on projects to enhance productivity and quality
- Promote company values through behavior and advocacy for team members
- Associate's degree in related field with 4-6 years of experience preferred
- Strong written and verbal communication skills
- Ability to lead teams, multitask, and meet deadlines
- Experience in mentoring, coaching, and providing direction
- Work well under pressure and follow through on tasks
- Flexible schedule availability
Receives objectives and processes to meet goals, interacts with various stakeholders, sets priorities, and supervises daily activities. Responsible for driving team performance, making decisions based on policies and business objectives.
DisclaimerThe above statements outline the nature of work for this role and are not exhaustive. Concentrix is an equal opportunity employer.
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