Customer Service Team Lead (English Speaker)

Essential Functions/Core Responsibilities

Responsible for supervising 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 Indicators (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

Candidate Profile

Highly motivated individual 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 in shifts

Seniority level Associate

Employment type Full-time

Job function Information Technology and Customer Service

Industries IT Services, IT Consulting, Outsourcing, Offshoring Consulting

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