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.