Team Leader – Operations (Full‑time, Aspiring)

About the role

The Team Leader, Operations will supervise a group of call‑center associates, ensuring daily performance targets are met while fostering a motivated and accountable team environment.

Key responsibilities

• Monitor work and attendance of associates in line with company policy and legal requirements.
• Coach and provide regular feedback 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, updates and conduct team meetings for open communication.
• Handle escalated customer calls as a subject‑matter expert.
• Organise team activities and stay current on internal processes, policies and procedures.
• Participate in required manager development training and promote Concentrix values.

Required profile

• Associate’s 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.
• Ability to multitask, prioritize and meet timelines.
• Willingness to work a flexible schedule.

Required skills