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