Team Leader, Operations (Customer Service Project - Rotating Shift)

• 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.

Yêu cầu ứng viên

• Associate's degree in related field with two to four years of relevant experience preferred
• Highly motivated individuals 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
• Good English communication skills

Quyền lợi được hưởng

• Attractive fixed salary + monthly performance bonuses
• 13th-month salary + 100% salary during probation.
• 14 days of annual leave.
• Health Insurance, Social Insurance + Aon Health Care.
• Career development opportunities in a professional and dynamic environment.
• Opportunity to work with top industry experts and talented colleagues.
• Transparent, trustworthy, and inspiring workplace culture.
• Participation in engagement and well-being activities: Company events, Happy Day,...