Essential 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 members
Significant leadership and coaching experience within a contact centre setting
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 with strong decision making skills and an ability to self manage
Strong communication skills, both written and verbal
Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
Ability to mentor, coach and provide direction to a team of employees
Career Level Description
Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members.
In charge of handling single and medium-sized line of business. Decisions are guided by policies, procedures and business plan;
receives guidance and oversight from manager. Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback.
Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.