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 cooperationCoach direct reports on their performance on a regular basis to ensure performance metrics are achievedIdentify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employmentEnsure service delivered to our customers meets contractual Key Performance Indicator ('KPIs') and financial expectationsCommunicate expectations to employees and provide timely updates and changesProvide subject matter expertise in handling escalated customer calls as neededManage 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 activitiesStay current on internal work processes, policies and procedures. Attend required manager development trainingSupervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirementsComplete shift-wide projects that aim to increase productivity, quality or other KPIPromote the Concentrix values through both behavior and attitude, including being an advocate for your team membersCandidate Profile At least 3 years experience as Team Leader handling customer service/retail account and e-commerce is a plusCan join ASAPFull on-siteAssociate's degree in related field with four to six years of experience (with at least one year of Progressive Management Experience) preferredStrong communication skills, both written and verbalDemonstrated ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverablesDemonstrated ability to mentor, coach and provide direction to a team of employeesWork well under pressure and follow through on items to completionWillingness to work a flexible schedule
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