Job Title: Team Operations Manager As a team operations manager, you will oversee the daily activities of a group of call center associates. This role requires strong leadership and communication skills to ensure performance metrics are achieved. - Oversee the day-to-day supervision of a group of call center associates - Provide coaching and motivation to employees to meet performance expectations - Develop and implement corrective action plans for underperforming employees - Monitor and report on key performance indicators (KPIs) such as quality, productivity, and customer satisfaction - Collaborate with other managers to develop and implement business strategies - Stay current on internal work processes, policies, and procedures - Attend required manager development training - Promote company values through behavior and attitude Requirements - Associate's degree in a related field with two to four years of relevant experience - Highly motivated individual with skills to develop and coach team members - Excellent communication and leadership skills - Ability to multitask and prioritize tasks effectively - Ability to mentor, coach, and provide direction to team members - Willingness to work a flexible schedule Career Level Description This role receives assignments in task-oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized line of business. Decisions are guided by policies, procedures, and business plan; receives guidance and oversight from manager. Drives direct reports to achieve set metrics and business goals thru coaching, mentoring, and providing regular feedback. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple but closely related tasks. Additional Responsibilities (Philippines only) - Manage the employment status of call center associates and participate in the transfer, promotions, or regularization of call center associates - Exercises independent judgment and discretion in the performance of the said main function as a means to implement management policies - Exercises authority to manage the employment status of a group of employees including identifying and addressing misconduct, policy, and process violations of call center associates - Stay current on internal work processes, management policies, and procedures, and ensures implementation of the same Implement management policies - Support and manage the program together with other Team Leaders and Managers - Providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization's policies and applicable legal requirements - Manage team members on their performance on a regular basis, and write and deliver performance appraisal. Benefits We offer competitive compensation packages and benefits to our employees. Other Information The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title. Concentrix is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.