Time Type: Full time
Posted on: 7 Days Ago
End Date: February 7, 2025 (13 days left to apply)
Job Requisition ID: R1535909
Job Title:
Team Leader, Operations Job Description
The Team Leader, Operations is responsible for the day-to-day supervision of a group of call centre associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation, and accountability. Helping customers is what it’s all about, and your role will be directing and supporting our advisers to help our customers decide which products and services are right for them or solving problems if things don’t run smoothly. This is a big leadership and influencing role; your ability to influence the delivery of our customer-centric approach with your people will be key. You will use your skills to coach and develop your team to deliver superior sales and customer service. Your personal, simple, and brilliant leadership style will act as a role model and inspire people to be the best they can be. What you'll be doing
You’ll influence the end-to-end customer journey, providing the very best personal and local service for our customers, by working collaboratively with your peers and expecting the same of your team. You will set direction for your team, enabling them to provide excellent service, deliver NPS and sales targets, and create an outstanding employee experience while managing costs in line with ‘the way we work’. You’ll be there for your team, making yourself visible and accessible, creating a great workplace where everyone wants to deliver brilliant performance to achieve the very best customer experience. You’ll influence the wider team too, creating great relationships and optimizing all opportunities. You will be based on site in our Larbert Contact Centre in Falkirk, and we offer a
competitive annual salary
and an additional potential
bonus of up to £1,000 per month. Essential Functions/Core Responsibilities
Responsible for the day-to-day supervision of a group of call centre associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements. Deliver operational performance with a clear focus on in-quarter performance. Expert in operational excellence across key focus areas – customer, people, process, product, and compliance and change leadership. Effectively coach direct reports on their performance regularly to ensure performance metrics are achieved at a minimum weekly. Identify performance-related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment. Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations. Communicate expectations to employees and provide timely updates. Provide subject matter expertise in handling escalated customer calls as needed. Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities. Stay current on internal work processes, policies, and procedures. Attend required manager development training. Promote the Concentrix values through both behaviour and attitude, including being an advocate for team members. Candidate Profile
Associate's degree in a related field with two to four years of relevant experience preferred. Highly motivated individual with skills to develop and coach team members to achieve performance expectations. Absolute clarity on the goals needed to achieve our budget, sales, NPS, and customer resolution; and the ability to implement these goals with your team. Deep operational knowledge, skill, and ability with a seasoned understanding of how to coach and develop your people to deliver clearly defined and agreed standards. Work well under pressure and follow through on items to completion. Strong communication skills, both written and verbal. Ability to lead the team in multi-tasking, prioritization, and meeting timelines on deliverables. Ability to mentor, coach, and provide direction to a team of employees. Willingness to work a flexible schedule. Career Level Description
Receives assignments in task-oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized lines of business. Decisions are guided by policies, procedures, and business plans; receives guidance and oversight from the manager. Drives direct reports to achieve set metrics and business goals through coaching, mentoring, and providing regular feedback. Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks. Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title. Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status, or any other legally protected characteristic. Location: GBR Larbert, Falkirk - 1 Central Park Avenue, Central Business Park Language Requirements: English Time Type: Full time If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents.
Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.
Company Overview:
We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence-fueled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who design brand-defining experiences. The technologists & engineers who build smarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix.
Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.
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Team Leader, Operations Job Description
The Team Leader, Operations is responsible for the day-to-day supervision of a group of call centre associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation, and accountability. Helping customers is what it’s all about, and your role will be directing and supporting our advisers to help our customers decide which products and services are right for them or solving problems if things don’t run smoothly. This is a big leadership and influencing role; your ability to influence the delivery of our customer-centric approach with your people will be key. You will use your skills to coach and develop your team to deliver superior sales and customer service. Your personal, simple, and brilliant leadership style will act as a role model and inspire people to be the best they can be. What you'll be doing
You’ll influence the end-to-end customer journey, providing the very best personal and local service for our customers, by working collaboratively with your peers and expecting the same of your team. You will set direction for your team, enabling them to provide excellent service, deliver NPS and sales targets, and create an outstanding employee experience while managing costs in line with ‘the way we work’. You’ll be there for your team, making yourself visible and accessible, creating a great workplace where everyone wants to deliver brilliant performance to achieve the very best customer experience. You’ll influence the wider team too, creating great relationships and optimizing all opportunities. You will be based on site in our Larbert Contact Centre in Falkirk, and we offer a
competitive annual salary
and an additional potential
bonus of up to £1,000 per month. Essential Functions/Core Responsibilities
Responsible for the day-to-day supervision of a group of call centre associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements. Deliver operational performance with a clear focus on in-quarter performance. Expert in operational excellence across key focus areas – customer, people, process, product, and compliance and change leadership. Effectively coach direct reports on their performance regularly to ensure performance metrics are achieved at a minimum weekly. Identify performance-related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment. Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations. Communicate expectations to employees and provide timely updates. Provide subject matter expertise in handling escalated customer calls as needed. Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities. Stay current on internal work processes, policies, and procedures. Attend required manager development training. Promote the Concentrix values through both behaviour and attitude, including being an advocate for team members. Candidate Profile
Associate's degree in a related field with two to four years of relevant experience preferred. Highly motivated individual with skills to develop and coach team members to achieve performance expectations. Absolute clarity on the goals needed to achieve our budget, sales, NPS, and customer resolution; and the ability to implement these goals with your team. Deep operational knowledge, skill, and ability with a seasoned understanding of how to coach and develop your people to deliver clearly defined and agreed standards. Work well under pressure and follow through on items to completion. Strong communication skills, both written and verbal. Ability to lead the team in multi-tasking, prioritization, and meeting timelines on deliverables. Ability to mentor, coach, and provide direction to a team of employees. Willingness to work a flexible schedule. Career Level Description
Receives assignments in task-oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized lines of business. Decisions are guided by policies, procedures, and business plans; receives guidance and oversight from the manager. Drives direct reports to achieve set metrics and business goals through coaching, mentoring, and providing regular feedback. Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks. Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title. Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status, or any other legally protected characteristic. Location: GBR Larbert, Falkirk - 1 Central Park Avenue, Central Business Park Language Requirements: English Time Type: Full time If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents.
Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.
Company Overview:
We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence-fueled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who design brand-defining experiences. The technologists & engineers who build smarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix.
Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.
#J-18808-Ljbffr
