Team Leader (Onsite)

About the role

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.

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 members
• Deliver expert customer experiences…with a smile

Requirements

• 18 Years of age or older with a completed High School Diploma or GED required
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• Leadership experience is required
• Call center experience preferred
• Work well under pressure and follow through on items to completion
• Strong communication skills, both written and verbal
• Able to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
• Able to mentor, coach and provide direction to a team of employees
• Must be willing to work a flexible schedule, including weekends
• Must reside in the United States and have a valid U.S. address for residence
• Must be comfortable working onsite at Farmington Hills, MI site location

Qualifications

• Skills, integrity, and genuine compassion will deliver value and success with every customer interaction

Benefits

• The base salary range for this position is $43,888.00-$45,000.00, plus incentives that align with individual and company performance
• Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies
• Benefits available to eligible employees in this role include 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
• 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, One Earth Champions, Wise Owls (experienced), and more
• A range of other perks and benefits

Pay

The base salary range for this position is $43,888.00-$45,000.00, plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies.

Schedule

Must be willing to work a flexible schedule, including weekends.