Customer Service Taem Leader (English)

• Provide subject matter expertise in handling escalated customer calls as needed
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
• 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
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Communicate expectations to employees and provide timely updates
• 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

• Fluency in English (Speaking, listening, writing and reading). working 100% English.
• Work well under pressure and follow through on items to completion
• Strong communication skills, both written and verbal
• Willingness to work a flexible schedule
• 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
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• Experience in a high- growth organization strongly preferred.
• University/Colleges required.
• Must be available to work 24/7. Working 5 days, 2 days off per week (depend on the Ops schedule
• Associate&039;s degree in related field with one to two years of relevant experience preferred
• 2 years minimum supervising/leading a team of 15 or more people, in a call center/contact center environment.

• 13th pay salary
• 14 Annual leave per year
• 100% English Environment
• Annual review
• Computer provided
• Global training program

Cập nhật gần nhất lúc: 2024-08-01 03:45:02