Job description
- 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.
- Work and attendance monitoring in accordance with organization policy and applicable legal requirements
- Regularly impart effective coaching to direct reports, ensuring consistent high-performance delivery
- Identify performance related issues, develop an action plan for improvement and implement corrective actions
- 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 programs
- Promote the Concentrix values- Walk the Talk and lead by example
Minimum skills knowledge:
- Associate degree in related field with two to four years of relevant experience - preferred
- 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 oral and written communication skills
- Ability to lead team members, multi-tasking, prioritization and meeting timelines of deliverables
- Ability to mentor, coach and provide direction to team members
- Willingness to work in a flexible schedule
Educational Qualification: Graduation/ Undergraduate
