Job Title:

Team Leader (USA Orlando FL - Bldg 285)-Onsite

Job Description

The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

JOB DESCRIPTION  

The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability. 

 

 

A NEW CAREER POWERED BY YOU 

 

Are you looking for a career change with a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging? Would you like to join a company that earns “World’s Best Workplaces,” “Happiest Employees,” and “Best Companies for Career Growth” awards every year? Then Concentrix is just the right place for you! 

 

As a Team Leader, you’ll join an organically diverse team from 70+ countries where ALL members contribute and support each other’s success and well-being, proudly united as “game-changers.” Together, we help the world’s best-known brands improve their businesses through exceptional customer experiences and tech-powered innovation. And due to continued growth, we’re looking for more talented people to join our purpose, people as passionate about providing outstanding customer experiences as we are. 

 

CAREER GROWTH AND PERSONAL DEVELOPMENT 

 
This is a great opportunity to reimagine an all-new career journey and develop “friends for life” at the same time. We’ll give you all the training, technologies, and continuing support you’ll need to succeed. Plus, at Concentrix, there’s real career (and personal) growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you’ve always envisioned. 

 

 

WHAT YOU WILL DO IN THIS ROLE   

Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements 

Effectively coach direct reports on their performance on a regular basis 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 behavior and attitude, including being an advocate for team members 

 
 

YOUR QUALIFICATIONS 

 

Associate's degree in 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 

Work well under pressure and follow through on items to completion 

Strong communication skills, both written and verbal 

Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable 

Ability to mentor, coach and provide direction to a team of employees 

Willingness to work a flexible schedule 

 

 

CAREER LEVEL DESCRIPTION  

 

Receives assignments in tasks-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 line of business.  Decisions are guided by policies, procedures and business plan; receives guidance and oversight from 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 

 

 

WHAT’S IN IT FOR YOU 
 

One of our company’s Culture Beliefs says, “We champion our people.” That’s why we significantly invest in our game-changers, our infrastructure, and our capabilities to ensure long-term success for both our teams and our customers. In this role, you’ll also be provided with: 

 

One of our company’s Culture Beliefs says, “We champion our people.” That’s why we significantly invest in our game-changers, our infrastructure, and our capabilities to ensure long-term success for both our teams and our customers. In this role, you’ll also be provided with: 

 

Extensive benefits including 401K with company match; paid PTO and holidays; medical, dental, and vision insurance; and a comprehensive Employee Assistance Program (EAP) 

Health and wellness programs with trained partners to help promote a healthy you 

Mentorship programs that support your rewarding career journey  

A modern, state-of-the-art office setting with advanced technologies and a great team 

Programs and events that support diversity, equity, and inclusion, as well as global citizenship, sustainability, and community support 

 

REIMAGINE THE BEST VERSION OF YOU!   
 

If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why over 440,000 game-changers around the globe call Concentrix their “employer of choice.” 

 

 

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, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.   
 

 

 

Location:

USA, Orlando, FL

Language Requirements:

Time Type:

Full time

Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.

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

Concentrix is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets.

For more information regarding your EEO rights as an applicant, please visit the following websites:

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If you wish to review the Affirmative Action Plan, please click here.