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
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