time type: Full time posted on: Posted 2 Days Ago job requisition id: R1610547 Job Title: Team Leader, Operations 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. Career Path Policies: The game-changers must have the approval of their immediate supervisor to apply for the call. Required tenure: 6 months. Required performance: KPIs or goals on target for the last 3 months (not average). Must not have active disciplinary actions. Can participate in only one process at a time. Must comply with the learning paths of the Corporate University. Must remain at least 6 months in the current position before applying for another call. If the same call is launched multiple times, not selected candidates cannot reapply for 2 months. The process may be outside working hours; availability in free time may be required. Additional guidelines will be recorded as needed. Essential Functions/Core Responsibilities Supervise daily activities of call center associates, including work and attendance monitoring. Coach team members regularly to meet performance metrics. Identify performance issues, develop improvement plans, and implement corrective actions. Ensure service delivery meets contractual KPIs and financial expectations. Communicate expectations and provide updates to employees. Handle escalated customer calls as needed. Conduct team meetings and organize activities. Stay current on policies and attend manager training. Promote company values and advocate for team members. Candidate Profile Associate's degree in a related field; 2-4 years of relevant experience preferred. Motivated with coaching and development skills. Work well under pressure and follow through. Strong written and verbal communication skills. Ability to multitask, prioritize, and meet deadlines. Mentoring and leadership abilities. Willing to work a flexible schedule. Career Level Description Supervises subordinates, sets priorities, and manages daily activities. Handles escalated issues, ensures metrics are met through coaching, and supervises non-exempt employees. Additional Philippines-Specific Responsibilities Manage employment status, transfers, promotions, and regularizations. Exercise independent judgment in managing employee conduct and policies. Implement management policies and support team development. Disclaimer Responsibilities are illustrative and not exhaustive. Equal opportunity employer. Policies and guidelines are subject to legal and client requirements. Additional Career Path Policies details are reiterated here for clarity. Location: COL Medellin - Fabricato - Cra. 50 #38a-185, Rincon Santos, Bello, Antioquia Language Requirements: 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 Company Overview Concentrix is a global technology and services leader, powering brands through innovative solutions across over 70 countries. We focus on designing experiences, building AI, and operational excellence to transform customer engagement. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer. #J-18808-Ljbffr