Job details
About the job Job Title: Microsoft Team Leader Job Description The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation, and accountability. 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.
- Associate's degree in related field with two to four years of relevant experience preferred.
- 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.
- 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.
- Willingness to work a flexible schedule.
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Hiring company
Concentrix
A business Services Company - Multinationals
looking for a talented employee to achieve our goals and reach the high quality for our clients and customerSimiliar Jobs that might interest you
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