Team Leader - Bilingual

About the role

The Team Leader, Operations will supervise a group of call‑center associates, ensuring daily performance targets are met through coaching, motivation and accountability. This bilingual position supports both English and local language customers while driving key performance indicators and financial goals.

Key responsibilities

• Supervise daily activities, work and attendance of call‑center associates in line with company policy and legal requirements.
• Provide regular coaching and feedback 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 the team promptly.
• Serve as subject‑matter expert for escalated customer calls when needed.
• Conduct team meetings, schedule activities and foster open communication.
• Stay current on internal processes, policies and attend required manager development training.
• Promote Concentrix values and act as an advocate for team members.

Required profile

• Associate degree or equivalent with 2‑4 years of relevant experience preferred.
• 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 work and meet timelines.
• Willingness to work a flexible schedule.

Required skills