Team Lead

About the role

We are looking for a proactive Team Lead to supervise a group of call centre associates, ensuring high‑quality service and meeting performance targets.

Key responsibilities

• Supervise day‑to‑day activities of call centre associates, monitoring work and attendance in line with company policy and legal requirements.
• Coach and review performance on a weekly basis to achieve minimum KPI targets.
• Identify performance issues, develop improvement plans and implement corrective actions, up to termination of employment.
• Ensure service delivery meets contractual KPIs and financial expectations.
• Communicate expectations clearly and provide timely updates to the team.
• Provide subject‑matter expertise on escalated customer calls as needed.
• Conduct regular team meetings, share relevant information and organise team activities.
• Stay current on internal processes, policies and attend required manager development training.
• Promote Concentrix values through behavior and attitude, acting as an advocate for team members.

Required profile

• Proven experience supervising call centre teams or similar customer‑service environments.
• Strong understanding of attendance monitoring, performance management and KPI tracking.
• Ability to deliver constructive feedback and handle disciplinary actions.
• Effective communication skills to convey expectations and updates.
• Commitment to continuous learning and adherence to company policies.
• Leadership mindset aligned with Concentrix values.

Required skills