Operations Team Leader

Time Working: 5 days. Rotating shift. Time: 11:00 - 20:00Essential Functions/Core Responsibilities• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations• Communicate expectations to employees and provide timely updates• Provide subject matter expertise in handling escalated customer calls as needed• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities• Stay current on internal work processes, policies and procedures. Attend required manager development training• Promote the Concentrix values through both behavior and attitude, including being an advocate for team membersCareer Level Description• Manage the employment status of call center associates and participate in the transfer, promotions or regularization of call center associates, which is necessary before any such employee-movement is made• Exercises independent judgment and discretion in the performance of the said main function as a means to implement management policies• Exercises authority to manage the employment status of a group of employees (firing, promotion, regularization, etc.) including identifying and addressing misconduct, policy and process violations of call center associates• Stay current on internal work processes, management policies and procedures and ensures implementation of the same Implement management policies• Support and manage the program together with other Team Leaders and Managers• Providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements• Manage team members on their performance on a regular basis, and write and deliver performance appraisal.• The Team Leader’s role is a managerial level position, a position reposed with trust and confidence.