>> 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.