Team Leader – Call Center Operations

About the role

The Team Leader, Operations supervises a group of call‑center associates and ensures performance metrics are met through coaching, motivation and accountability.

Key responsibilities

• Supervise daily activities, monitor work and attendance in line with policy and legal requirements.
• Coach associates regularly to achieve weekly performance targets.
• Identify performance issues, create improvement plans and apply corrective actions up to termination.
• Ensure service delivery meets contractual KPIs and financial expectations.
• Communicate expectations, provide timely updates and act as subject‑matter expert for escalated calls.
• Conduct team meetings, organise team activities and promote Concentrix values.
• Stay current on internal processes, attend manager development training and implement management policies.
• Manage employment status of associates, including promotions, regularisation and terminations.

Required profile

• Associate’s degree in a related field; 2‑4 years of relevant experience preferred.
• Highly motivated with strong ability to develop and coach team members.
• Works well under pressure and follows through on tasks.
• Excellent written and verbal communication skills.
• Capable of leading a team in multitasking, prioritisation and meeting timelines.
• Willingness to work a flexible schedule.