Team Leader, Operations

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Job Description

Are you an enthusiastic leader eager to drive performance in a vibrant call centre environment? At Concentrix, we are looking for a passionate Team Leader to join our team…

As a Team Leader, you’ll play a key role in supporting and developing a team of Call Centre Associates. You’ll be responsible for managing day-to-day performance, helping your team achieve their goals and ensuring we deliver an excellent customer experience.

We’re looking for someone who enjoys working in a fast-paced environment, is passionate about developing people and can lead by example.

• Manage the day-to-day activities of a team to achieve operational goals.
• Monitor attendance and ensure team members follow company policies and procedures.
• Support your team to stay focused, engaged and productive.

• Hold regular coaching and performance conversations to help team members meet and exceed their KPIs.
• Identify areas for improvement and create personalised action plans.
• Motivate and support team members to develop their skills and reach their potential.

• Drive an exceptional customer experience while meeting business and customer requirements.
• Support team members with escalated customer queries and help them find effective solutions.
• Lead by example in delivering high-quality customer service.

• Clearly communicate expectations, updates and important information to your team.
• Run engaging team meetings that encourage participation and open discussion.
• Build strong working relationships with your team and wider business.

• Keep up to date with internal processes, policies and procedures.
• Take part in mandatory manager development and training programmes.
• Continuously look for ways to improve team performance and the customer experience.

• Lead by example and demonstrate Concentrix’s values in your day-to-day work.
• Create a positive, inclusive and supportive team environment.

We’re looking for someone who is:

• A motivated leader – passionate about supporting, developing and mentoring others.
• Results-driven – able to work under pressure, manage priorities and follow tasks through to completion.
• An excellent communicator – confident communicating clearly with both team members and wider stakeholders.
• A strong multitasker – able to manage competing priorities while keeping your team focused and productive.
• An experienced coach – with experience of mentoring, supporting or developing team members.
• Knowledgeable about the industry – Experience working in telecommunications an advantage
• Flexible – willing to adapt your working pattern where needed to support your team and the business.

Most importantly, you’ll be someone who enjoys helping people succeed and is ready to take the next step in their leadership career.

Apply today to join us and be a crucial part of our growth.

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.

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