Join to apply for the Team Leader, Operations role at Concentrix Trust & Safety Get AI-powered advice on this job and more exclusive features. Job Title: Team Leader, Operations Job Description The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing coaching, motivation, and accountability. Career Path Policies: Required tenure: 6 months. Required performance: KPIs or goals on target for the last 3 months. No active disciplinary actions. Participation limited to one process at a time. Compliance with Corporate University learning paths. Must stay at least 6 months in the current role before applying for another. If applications are reopened, non-selected candidates cannot reapply for 2 months. Work outside regular hours may be required. Core Responsibilities Supervise call center associates, monitor work and attendance. Coach team members to meet performance metrics weekly. Address performance issues, develop improvement plans, and implement corrective actions. Ensure service delivery meets KPIs and financial expectations. Communicate expectations and updates to team members. Handle escalated customer calls as needed. Conduct team meetings and organize activities. Stay updated on internal policies and procedures. Promote company values through behavior and attitude. Candidate Profile Associates degree preferred, with 2-4 years relevant experience. Motivated, with coaching skills. Ability to work under pressure and communicate effectively. Leadership skills in multitasking and prioritization. Mentoring and coaching abilities. Flexible schedule willingness. Additional Details Supervise daily activities, manage employment status, and participate in staffing decisions. Exercise judgment and discretion in managing team and employee conduct. Ensure policies are followed and provide input on team development. The role involves trust and managerial responsibility. Concentrix is an equal opportunity employer. Location: Medellín, Antioquia, Colombia. Employment type: Full-time. Seniority level: Mid-Senior level. Industry: IT Services and IT Consulting. #J-18808-Ljbffr