Customer Service Team Leader (English + working at District 12)

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
Stay current on internal work processes, policies and procedures. Attend required manager development training
Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
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
Promote the Concentrix values through both behavior and attitude, including being an advocate for team members

Ability to mentor, coach and provide direction to a team of employees
Associate&039;s degree in related field with two to four years of relevant experience preferred
Willingness to work a flexible schedule
Ability to lead team in multi- tasking, prioritization, and meeting timelines on deliverable
Work well under pressure and follow through on items to completion
Highly motivated individual with skills to develop and coach team members to achieve performance expectations
Strong communication skills, both written and verbal

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Cập nhật gần nhất lúc: 2024-08-22 02:15:02