Team Leader

Careers

Team Leader

Essential Functions/Core Responsibilities 

• Team management of contact centre advisors - working with Lloyds

• Responsible for the 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 behaviour and attitude, including being an advocate for team members  

What are we looking for?

Relevant leadership and coaching experience within a contact centre setting 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 with strong decision making skills and an ability to self manage    

• 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

What is in it for you?

• You get to join a secure global company that truly value their staff

• Exclusive access to the Concentrix discount scheme with savings on Shopping, Holidays, Gym Membership, City Centre parking, Restaurants, Phone contracts, electrical’ s and much more

• Competitive salary and incentive plan

• Life insurance and an employee assistance program   

• Healthcare cover for you and your dependents, along with company pension scheme and dental insurance

• 33 days paid holiday per year

Fortnightly pay

#CNXEMEA #EMEACNX

   

Career Level Description 

Receives 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.

Disclaimer  

The 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.