Job title: sr. supervisor, qualityjob description essential functions/core responsibilitiesdevelop a department of well-trained, competent professionals who continuously improve the organization and themselves.drive initiatives to improve the quality of training and quality support provided at concentrix by evaluating and improving internal processes.evaluate consistency and accuracy among trainers through observation and analysis of class evaluations.create and maintain consultant training schedule.evaluate levels of process and staff effectiveness and works with business stakeholders to create and collaborate on execution of improvement action plans.conduct coaching and development sessions with team members to drive continuous improvement.career path policies:the game-changers must have the approval of his or her immediate supervisor to apply for the call.required tenure: 6 months.required performance: kpis or goals on target for the business unit to which they belong in the last 3-month period (not average).must not have active disciplinary actions.the game-changer may participate in only one process at a time.comply with the learning paths of the corporate university.must remain at least 6 months in the position to which he/she was recently promoted, to be able to apply for another call.if it is necessary to launch the same call for applications several times, the not selected game-changer will not be able to apply for the same position in the following 2 months.the process is performed and/or outside working hours, which means that the game-changer should be availa...
Apply now job title: operations manager i job description: the operations manager i is responsible for coaching and supervising a group of team leaders. this position is also responsible for ensuring client service level agreement and financial expectations are achieved. essential functions/core responsibilitiesanalyze and maintain all client service level agreements; implement improvement plans as neededmaximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc. )selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirementsmanage and review operational reports (attendance adherence, pfp, client scorecard, metrics management reports)create and maximize relationships with client partnersprovide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performanceconduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coachingcreate a positive work environment through employee engagement; resolve employee relation issues in a professional and timely mannerparticipate in cross functional meetings to review information received from operational support functions - training, hr, quality, wfm, ta - and ...
Apply now job title: operations manager i job description: the operations manager i is responsible for coaching and supervising a group of team leaders. this position is also responsible for ensuring client service level agreement and financial expectations are achieved. essential functions/core responsibilities analyze and maintain all client service level agreements; implement improvement plans as needed maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.) selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements manage and review operational reports (attendance adherence, pfp, client scorecard, metrics management reports) create and maximize relationships with client partners provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner participate in cross functional meetings to review information received from operational support functions - training, hr, quality, wfm, ta - a...
Job title: sr. supervisor, quality job description essential functions/core responsibilities develop a department of well-trained, competent professionals who continuously improve the organization and themselves. drive initiatives to improve the quality of training and quality support provided at concentrix by evaluating and improving internal processes. evaluate consistency and accuracy among trainers through observation and analysis of class evaluations. create and maintain consultant training schedule. evaluate levels of process and staff effectiveness and works with business stakeholders to create and collaborate on execution of improvement action plans. conduct coaching and development sessions with team members to drive continuous improvement. career path policies: the game-changers must have the approval of his or her immediate supervisor to apply for the call. required tenure: 6 months. required performance: kpis or goals on target for the business unit to which they belong in the last 3-month period (not average). must not have active disciplinary actions. the game-changer may participate in only one process at a time. comply with the learning paths of the corporate university. must remain at least 6 months in the position to which he/she was recently promoted, to be able to apply for another call. if it is necessary to launch the same call for applications several times, the not selected game-changer will not be able to apply for the same position in the following 2 months. the process is performed and/or outside working hours, which means that the game-chang...
Apply now job title: operations manager i job description: the operations manager i is responsible for coaching and supervising a group of team leaders. this position is also responsible for ensuring client service level agreement and financial expectations are achieved. essential functions/core responsibilities analyze and maintain all client service level agreements; implement improvement plans as needed maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.) selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements manage and review operational reports (attendance adherence, pfp, client scorecard, metrics management reports) create and maximize relationships with client partners provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner participate in cross functional meetings to review information received from operational support functions - training, hr, quality, wfm, ta ...
Job title: sr. supervisor, quality job description essential functions/core responsibilities develop a department of well-trained, competent professionals who continuously improve the organization and themselves. drive initiatives to improve the quality of training and quality support provided at concentrix by evaluating and improving internal processes. evaluate consistency and accuracy among trainers through observation and analysis of class evaluations. create and maintain consultant training schedule. evaluate levels of process and staff effectiveness and works with business stakeholders to create and collaborate on execution of improvement action plans. conduct coaching and development sessions with team members to drive continuous improvement. career path policies: the game-changers must have the approval of his or her immediate supervisor to apply for the call. required tenure: 6 months. required performance: kpis or goals on target for the business unit to which they belong in the last 3-month period (not average). must not have active disciplinary actions. the game-changer may participate in only one process at a time. comply with the learning paths of the corporate university. must remain at least 6 months in the position to which he/she was recently promoted, to be able to apply for another call. if it is necessary to launch the same call for applications several times, the not selected game-changer will not be able to apply for the same position in the following 2 months. the process is performed and/or outside working hours, which means that the ...
Apply now job title: sr. team leader, operations job description: the sr team leader is responsible for the day-to-day supervision of a group of call center associates and serves as a mentor and coach to a group of team leaders. this position ensures performance metrics are achieved by providing adequate coaching, motivation, and accountability of both associates and team leaders. essential functions/core responsibilities lead team members, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation. coach direct reports on their performance on a regular basis to ensure performance metrics are achieved. 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 and changes. provide subject matter expertise in handling escalated customer calls as needed. manage team metrics and retention goals. participate in discussions about reasons for attrition and root cause. team with site leadership to develop actions to reduce attrition where possible. provide feedback to team members on both call coaching and other daily performance and behavioral activities. stay current on internal work processes, policies, and procedures. attend required manager development training. supervise a group of call center associates including wo...
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