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Mission Viejo

    Team Lead - Mission, United States - Convergys

    Convergys
    Convergys Mission, United States

    3 weeks ago

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    Description
    time type Full timeposted on Posted Yesterdayjob requisition id R1493695

    Job Title:
    Team Lead
    • LOB Espanol Job DescriptionThe 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 Title:
    Team Lead
    • LOB Espanol Job DescriptionThe 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.

    Essential Functions/Core Responsibilities 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 requirementsEffectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weeklyIdentify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employmentEnsure service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectationsCommunicate expectations to employees and provide timely updatesProvide subject matter expertise in handling escalated customer calls as neededConduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input.

    Schedule and organize team activitiesStay current on internal work processes, policies and procedures.

    Attend required manager development trainingPromote the Concentrix values through both behavior and attitude, including being an advocate for team membersCandidate Profile Associate's degree in related field with two to four years of relevant experience preferredHighly motivated individual with skills to develop and coach team members to achieve performance expectationsWork well under pressure and follow through on items to completionStrong communication skills, both written and verbalAbility to lead team in multi-tasking, prioritization, and meeting timelines on deliverableAbility to mentor, coach and provide direction to a team of employeesWillingness to work a flexible scheduleCareer 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 thru 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.


    Location:
    MEX Santiago deQueretaro
    • Prol.
    Bernardo Quintana Sur 302 Lt.

    10 Fracc, piso 2, Centro Sur Language Requirements:
    Spanish (Required)

    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#J-18808-Ljbffr
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