Concentrix Administrative / Secretarial Jobs in South Africa
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Job Description
The Team Leader, Operations, is responsible for the day-to-day supervision of a group of call centre associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.
Essential Functions/Core Responsibilities
- Responsible for the day-to-day supervision of a group of call centre associates, including work and attendance monitoring by organisation policy and applicable legal requirements
- Effectively coach direct reports on their performance regularly to ensure performance metrics are achieved at a minimum weekly
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- 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 Indicators (‘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 the expedient communication of relevant information and as an open forum for input. Schedule and organise team activities
- Stay current on internal work processes, policies and procedures. Attend the required manager development training
- Promote the Concentrix values through both behaviour and attitude, including being an advocate for team members
Candidate Profile
- 1-2 year Team Leader experience
- 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
- Strong communication skills, both written and verbal
- Ability to lead a team in multi-tasking, prioritisation, and meeting timelines on deliverables
- Ability to mentor, coach and provide direction to a team of employees
- Willingness to work a flexible schedule
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