Operations Team Lead

Job description

**Essential Functions/Core** **Responsibilities:** - Responsible for the day-to-day supervision of a group of associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements. - Facilitate regular team meetings to streamline communication, encourage feedback, and schedule/organize team activities. - Provide subject matter expertise in handling escalated customer calls as needed - Drive service performance to consistently hit contractual KPIs. - Data analysis and making designated reports/presentations. - Participating in internal & external calibrations to ensure quality alignment. - Identify performance-related issues, perform coaching and feedback, and implement corrective action - Communicate to heighten awareness and focus on the importance of positive customer experience - Stay current on internal work processes, policies, and procedures. Attend required manager development training - Ensure that internal policies, procedures, and compliance regulations are being followed - Promote the Concentrix values through both behavior and attitude, including being an advocate for team members **Desired skills:** - 4+ years of experience in Contact Centre - Strong communication skills, both written and verbal - Ability to lead team members, multi-tasking, prioritization and meeting timelines of deliverables - 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 - Willingness to work in a flexible and evening schedule