Team Leader – Operations (Call Center)

About the role

The Team Leader, Operations will supervise a group of call‑center associates, ensuring daily performance targets are met. You will coach, motivate, and hold the team accountable while providing subject‑matter expertise on escalated customer issues.

Key responsibilities

• Supervise call‑center associates, monitoring work and attendance in line with policy and legal requirements.
• Coach team members regularly to achieve weekly performance metrics.
• Identify performance issues, develop action plans, and implement corrective actions up to termination.
• Ensure service delivery meets contractual KPIs and financial expectations.
• Communicate expectations and updates clearly to the team.
• Provide expertise on escalated calls as needed.
• Conduct team meetings, organize activities, and keep the team informed.
• 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’s degree in a related field (preferred) with 2‑4 years of relevant experience.
• Highly motivated with strong coaching and development skills.
• Ability to work under pressure, meet deadlines, and follow through on tasks.
• Excellent written and verbal communication.
• Capability to lead multitasking, prioritize, and meet timelines.
• Willingness to work a flexible schedule.

Required skills