Team Leader - Bilingual in English and Cantonese/Mandarin

Company: Concentrix
Location: Montgomery
Posted on: January 25, 2023

Job Description:

Job Title:Team Leader - Bilingual in English and Cantonese/MandarinJob DescriptionThe 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 membersCandidate Profile
  • 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 deliverable
  • Ability to mentor, coach and provide direction to a team of employees
  • Willingness to work a flexible scheduleCareer Level DescriptionReceives 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.>
    • Manage the employment status of call center associates and participate in the transfer, promotions or regularization of call center associates, which is necessary before any such employee-movement is made
    • Exercises independent judgment and discretion in the performance of the said main function as a means to implement management policies
    • Exercises authority to manage the employment status of a group of employees (firing, promotion, regularization, etc.) including identifying and addressing misconduct, policy and process violations of call center associates
    • Stay current on internal work processes, management policies and procedures and ensures implementation of the same Implement management policies
    • Support and manage the program together with other Team Leaders and Managers
    • Providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organizations policies and applicable legal requirements
    • Manage team members on their performance on a regular basis, and write and deliver performance appraisal.
    • The Team Leaders role is a managerial level position, a position reposed with trust and confidence.DisclaimerThe above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.Location:USA, TX, Work-at-HomeLanguage Requirements:Time Type:Benefits:For Regular and Temporary Employees: Healthcare benefits, wellbeing program, dental benefits, vision benefits, flexible spending accounts, health savings accounts, Employee Assistance Program, 401(k), life insurance, accidental death and dismemberment, paid time off, disability insurance, several voluntary benefits; legal, home and auto, accident insurance and hospital indemnity, and holidays.Mission:We will be the greatest customer engagement services company in the world, rich in diversity and talent. We will get there by embracing our culture.About Concentrix:Were a company like no other. We are fanatical about our staff and are constantly helping them grow and achieve their career goals. We are a global workplace that offers YOU infinite possibilities!Company Overview:In a world full of average, we stand out. We believe experience is everything. Period. To achieve outstanding results, were disrupting the market by being absolutely obsessed with making our clients businesses better. We bring together the brightest and most creative minds in business, cutting-edge technology solutions, proven design thinking expertise and exceptional customer experience centers. Our clients notice the difference too in increased customer loyalty, improved business performance and differentiation in their markets. As a diverse, global organization, we have unconventionally fresh ideas and deliver extraordinary customer experiences for more than 450 of the worlds best brands. Concentrix. A passionate company powered by passionate people.Concentrix CVG Corporation isanEEO/AA/M/F/Vet/DisabilityEmployer.

Keywords: Concentrix, Montgomery , Team Leader - Bilingual in English and Cantonese/Mandarin, Other , Montgomery, Alabama