Team Leader, Operations - 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 requires hands‑on leadership, escalation handling, and alignment with company values.

Key responsibilities

• Supervise day‑to‑day 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, provide timely updates, and conduct team meetings for information flow and feedback.
• Provide subject‑matter expertise on escalated customer calls as needed.
• Organize team activities, stay current on internal processes, 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, strong written and verbal communication.
• Skilled at multitasking, prioritizing, and meeting deadlines.
• Willingness to work a flexible schedule.

Required skills