Team Leader (Onsite)

About the role

Join a world-class team in Lake Mary, FL, as a Team Leader! The Team Leader is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability. (Military veterans are encouraged to apply.)

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
• Is an expert in all relevant Advisor Game Changers’ procedures
• Proactively monitors possible business risks and acts on them
• 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
• Promote the Concentrix values through both behavior and attitude, including being an advocate for team members

Requirements

• This position supports work performed under a U.S. government contract that requires employees in this role be U.S. citizens or U.S. lawful permanent residents. Employment will be contingent upon meeting this requirement
• 18 Years of age or older with a completed High School Diploma or GED
• A minimum of 1 year experience in Leadership, Coaching and/or Training in a contact center environment
• 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
• Strong communication skills, both written and verbal
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
• Ability to mentor, coach and provide direction to a team of employees
• Willingness to work a flexible schedule between 7 AM and 10 PM EST (MON to SUN)
• Must reside in the United States and have a valid U.S. address for residence

Benefits

• Medical, dental, and vision insurance
• A comprehensive employee assistance program (EAP)
• A 401(k) retirement plan
• Paid time off and holidays
• Paid training and lucrative employee referral program
• DailyPay enrollment option to access pay "early," when you want it
• Health and wellness programs with trained partners to help promote a healthy you
• Mentorship programs that support your rewarding career journey
• A modern, state-of-the-art office setting with advanced technologies and a great team
• Programs and events that support inclusion and belonging, as well as global citizenship, sustainability, and community support
• Company networking opportunities with organized groups in the following topics: Network of Women, Black Professionals, LGBTQ+ Pride, Ability (disabilities), Dynamic (neurodiversity), Women in Tech, OneEarth Champions, Wise Owls (experienced), and more

Pay

The base salary range for this position is $45,000.00 to $47,000.00 Annually, plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies.