Team Leader
Job Description
Job Title:<p><br></p>Team Leader<p><br></p><strong>Job Description</strong><p><br></p>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.<p><br></p><strong>Essential Functions/Core Responsibilities</strong><p><br></p><ul><li>Lead and motivate team to achieve Performance Metrics.</li><li>Monitor, track and evaluate Agent performance based upon predetermined Performance Metrics and provide feedback to Agents to ensure all goals are met and Supplier/Client standards are adhered to.</li><li>Provide ongoing coaching, support and real time assistance when requested to improve performance. Coach and develop team by identifying individual and team development needs. Carrying out training needs analysis and devising performance improvement and development plans for discussion and agreement with the Operations Manager.</li><li>Manage PTO requests/balances.</li><li>Ensure adherence is reviewed daily and report on attendance/absence of shift.</li><li>Conduct weekly 1:1s with team.</li><li>Escalate and report all HR related issues to Operations Manager.</li><li>Escalate bugs/technical issues through the appropriate channel and escalate to management when necessary.</li><li>Schedule and drive team learning sessions / huddles for communications, process/policy updates and feedback sessions.</li><li>Responsible for upward and downward communication ensuring the flow of information, from management and Client to the Agents and from the Agents to management and Client</li><li>Overview volumes worked (team productivity, Performance Metrics, and capacity) with Operations Manager.</li></ul><p><br></p>Candidate Profile<p><br></p><ul><li>Significant demonstrable experience within a Team Leader or Team Management role</li><li>Highly motivated individual with skills to develop and coach team members to achieve performance expectations</li><li>Work well under pressure and follow through on items to completion</li><li>Strong communication skills, both written and verbal</li><li>Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable</li><li>Ability to mentor, coach and provide direction to a team of employees</li><li>Willingness to work a flexible schedule</li><li>English at C1 proficiency level </li></ul><p><br></p><strong>Please note that the hours of operations are 7am to 10pm 7 days per week therefore a rotational shift basis will apply</strong><p><br></p>Career Level Description<p><br></p>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.<p><br></p>and deliver performance appraisal.<p><br></p><strong>Disclaimer </strong><p><br></p>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.<p><br></p>Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.<p><br></p>Location:<p><br></p>Egypt, Cairo RHQ<p><br></p>Language Requirements:<p><br></p>Time Type:<p><br></p>Full time<p><br></p><strong>If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents</strong><p><br></p><strong>R1410197</strong>
