Team Leader – Call Center Operations

About the role

The Team Leader, Operations oversees a group of call‑center associates, ensuring daily performance targets are met through coaching, motivation, and accountability. This role balances hands‑on supervision with strategic oversight to deliver high‑quality customer service.

Key responsibilities

• Supervise daily activities of call‑center associates, monitoring work and attendance per policy and legal requirements.
• Coach team members regularly to achieve minimum weekly performance metrics.
• Identify performance issues, develop improvement plans, and implement corrective actions up to termination.
• Ensure service delivery meets contractual KPIs and financial expectations.
• Communicate expectations and updates to employees.
• Provide subject‑matter expertise on escalated customer calls.
• Conduct team meetings, schedule activities, and foster open communication.
• Stay current on internal processes, policies, and attend manager development training.
• Promote Concentrix values and act as an advocate for team members.

Required profile

• Associate degree in a related field (preferred) with 2‑4 years of relevant experience.
• Highly motivated with strong ability to develop and coach team members.
• Effective under pressure and capable of following through on tasks.
• Excellent written and verbal communication skills.
• Ability to lead multitasking, prioritize, and meet timelines.
• Willingness to work a flexible schedule.

Required skills