Sr. Team Leader, Operations CRM

Careers

Sr. Team Leader, Operations CRM

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

Primary Responsibilities:

• Overall accountability for assigned programs including sales, service delivery, KPI attainment and client satisfaction.

• Maintains and improves call center operations by monitoring performance; identifying and resolving problems; preparing and completing action plans; completing audits and analyses; managing process improvement and quality assurance programs.

• Accomplishes objectives by communicating job expectations, coaching employees; planning, monitoring, and enforcing policies and procedures.

• Actively monitor quality and customer satisfaction to ensure performance targets are achieved.

• Internal and external reporting requirements on action planning for key business objectives.

• Evaluate performance of direct reports and provide coaching and development.

• Ensure profitability for programs by managing resources appropriately.

• Communicate with clients regularly to ensure visibility and partnership.

Qualifications:

• Minimum 3 years of related experience

• Demonstrated understanding of call center and/or business process outsourcing industry

• Excellent oral and written communication skills

• Ability to effectively multi-task

• Strong organizational and time management skills

• Flexible with the ability to work with limited oversight

• Excellent analytical and financial management skills

• Proficient in MS Word, Excel, Outlook and PowerPoint.

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.