Job Description:
Essential Functions/Core Responsibilities
This role involves supervising the daily operations of a team of call center associates, monitoring work and attendance in accordance with organizational policies and legal requirements. Regular coaching of team members is essential to enhance performance, ensuring that metrics are met at least weekly. The supervisor will identify performance issues, develop action plans for improvement, and implement corrective measures, including potential termination when necessary.
It is crucial to ensure that customer service meets contractual Key Performance Indicators (KPIs) and financial goals. Clear communication of expectations to employees, along with timely updates on performance and objectives, is also a key responsibility. The supervisor will serve as a subject matter expert for escalated customer calls as needed and will conduct team meetings to facilitate communication and encourage input while organizing team activities.
Staying updated on internal processes, policies, and procedures is important, as is participating in required management training. Additionally, promoting Concentrix values through positive behavior and attitude while advocating for team members' needs is an essential aspect of this role.
Requirements:
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An Associate's degree in a relevant field is preferred, along with two to four years of related experience. We are seeking a highly motivated individual with the ability to develop and mentor team members to meet performance goals. The candidate must be capable of working effectively under pressure while ensuring tasks are completed. Strong communication skills, both written and verbal, are essential. The ability to lead a team in prioritizing tasks and meeting deadlines is important, as is experience in mentoring and providing guidance to team members. A willingness to work a flexible schedule is also required.
Why pick us?
HMO from Day 1
Competitive salary
Program Specific Incentives
Career Development
Employer questions
Your application will include the following questions:
What's your expected monthly basic salary?
How many years of people management experience do you have?
How many years' experience do you have in the BPO industry?
How much notice are you required to give your current employer?