About this role
Job Title: Team Leader - Travel 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.Team Leader – Call Centre
Are you ready to lead a dedicated team in a dynamic call centre environment? Join us at Concentrix as a Team Leader, where you’ll have the opportunity to inspire and develop a group of call centre associates while ensuring exceptional service delivery for our customers.
Job Description
As a Team Leader, you will be responsible for the day-to-day supervision of call centre associates, ensuring adherence to work and attendance policies in line with organizational and legal requirements.
Essential Functions/Core Responsibilities
Supervision and Performance Monitoring
• Oversee the daily activities of a team of call centre associates.
• Monitor work and attendance to ensure compliance with company policies.
Coaching and Development
• Conduct regular performance coaching to help your team meet and exceed established Key Performance Indicators (KPIs).
• Identify performance issues and develop tailored action plans for improvement.
Customer Service Excellence
• Ensure exceptional service meets contractual expectations and financial goals.
• Provide subject matter expertise in handling escalated customer calls.
Communication and Team Meetings
• Effectively communicate expectations and updates to team members.
• Conduct team meetings to share important information and create a forum for team input.
Stay Current on Policies and Training
• Continuously update knowledge on internal processes, policies, and procedures.
• Participate in required manager development training to enhance your leadership skills.
Promote Company Values
• Actively represent and advocate for Concentrix values in your behaviour and attitude.
Candidate Profile
• Key Skills:
• Highly motivated with a passion for developing and coaching team members.
• Strong ability to work under pressure and follow through on tasks to completion.
• Excellent written and verbal communication skills.
• Proven capability to lead teams in multitasking and prioritizing deliverables.
• Experience in mentoring, coaching, and providing direction to team members.
• Experience in the transport/travel industry is highly beneficial.
• Willing to work a flexible schedule to meet the needs of the team.
Why Join Us?
• Competitive Salary and Benefits: We offer a comprehensive compensation package along with opportunities for professional growth and development.
• Dynamic Work Environment: Join a supportive team that values your input and encourages collaboration.
If you are ready to take the next step in your career and make a positive impact in a fast-paced call centre, we want to hear from you! Apply today to become a crucial part of our Concentrix family.
Location: GBR Derby - Cardinal Business Centre 10 Nottingham Road Language Requirements:
Time Type: Full time