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.
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 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
Candidate Profile
- Proven experience as a Team Leader with a sales background
- Strong ability to develop, mentor, and coach team members to meet and exceed performance expectations
- Effective under pressure, with a demonstrated ability to follow tasks through to completion
- Excellent verbal and written communication skills
- Ability to lead a team in multi-tasking, prioritization, and meeting deadlines
- Strong leadership presence with the ability to provide clear direction and support
- Willingness to work a flexible schedule as required
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Location:
ZAF Cape Town - 19 Hertzog Blvd, Cape Town, 8000
Language Requirements:
Time Type:
Full time2025-12-01
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