Be among the first 25 applicants two days ago 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. Essential Functions/Core Responsibilities Supervise call center associates daily, including monitoring work and attendance according to policies and legal requirements. Coach team members regularly to meet performance metrics. Identify issues, develop improvement plans, and implement corrective actions, including termination if necessary. Ensure service delivery meets contractual KPIs and financial expectations. Communicate expectations and provide updates to team members. Handle escalated customer calls as needed. Conduct team meetings and organize activities. Stay updated on internal policies and attend development training. Promote company values through behavior and attitude. Candidate Profile Associate's degree in a related field preferred, with 2-4 years of relevant experience. Motivated, with skills in coaching and developing team members. Capable of working under pressure and following through. Strong communication skills, both written and verbal. Ability to multitask, prioritize, and meet deadlines. Willing to work flexible schedules. Career Level Description Supervise team activities, set priorities, and ensure tasks are completed. Make decisions guided by policies and business plans, with oversight from management. Focus on coaching and mentoring to meet metrics and goals. Handle escalated issues. Supervise non-exempt employees performing related tasks. Additional Responsibilities (Philippines Only) Manage employment status, transfers, promotions, and regularizations. Exercise judgment and discretion in implementing management policies. Manage employment decisions, address misconduct, and policy violations. Implement internal processes and policies. Support team and management programs. Participate in hiring, training, and performance appraisals. Manage team performance and deliver appraisals. The role is managerial, entrusted with responsibility and trust. Disclaimer Responsibilities are general and not exhaustive. Concentrix is an equal opportunity employer, evaluating applicants regardless of protected characteristics. Location COL Medellin - Fabricato - Cra. 50 #38a-185, Rincon Santos, Bello, Antioquia Language Requirements English (Required) Time Type Full time Additional Notes By applying, California residents acknowledge understanding of the privacy notice. #J-18808-Ljbffr