Sr. Team Leader, Operations

Job Title: Sr. Team Leader, Operations Job Description Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Essential Functions/Core Responsibilities

• Lead Team Members, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation

• 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

• Manage team metrics and retention goals. Participate in discussions about reasons for attrition and root cause. Team with Site Leadership to develop actions to reduce attrition where possible. Provide feedback to team members on both call coaching and other daily performance and behavioural activities

• Supervise group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements

• Promote the Company's values through both behaviour and attitude, including being an advocate for your team members

• Associate's degree in related field with four to six years of experience (with at least one year of Progressive Management Experience) preferred