Customer Service Team Leader(District 9)

- 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
- Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
- Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
- Stay current on internal work processes, policies and procedures. Attend required manager development training
- Communicate expectations to employees and provide timely updates
- Provide subject matter expertise in handling escalated customer calls as needed
- Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
- Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
- Promote the Concentrix values through both behavior and attitude, including being an advocate for team members

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

Cập nhật gần nhất lúc: 2024-01-05 20:10:38