Team Leader - Travel

Team Leader – Call Centre

Are you ready to lead a dedicated team in a dynamic call centre environment? Join us at Concentrix as a Team Leader, where you’ll have the opportunity to inspire and develop a group of call centre associates while ensuring exceptional service delivery for our customers.

Job Description

As a Team Leader, you will be responsible for the day-to-day supervision of call centre associates, ensuring adherence to work and attendance policies in line with organizational and legal requirements.

Essential Functions/Core Responsibilities

Supervision and Performance Monitoring

• Oversee the daily activities of a team of call centre associates.

• Monitor work and attendance to ensure compliance with company policies.

Coaching and Development

• Conduct regular performance coaching to help your team meet and exceed established Key Performance Indicators (KPIs).

• Identify performance issues and develop tailored action plans for improvement.

Customer Service Excellence

• Ensure exceptional service meets contractual expectations and financial goals.

• Provide subject matter expertise in handling escalated customer calls.

Communication and Team Meetings

• Effectively communicate expectations and updates to team members.

• Conduct team meetings to share important information and create a forum for team input.

Stay Current on Policies and Training

• Continuously update knowledge on internal processes, policies, and procedures.

• Participate in required manager development training to enhance your leadership skills.

Promote Company Values

• Actively represent and advocate for Concentrix values in your behaviour and attitude.

Candidate Profile

• Key Skills:

• Highly motivated with a passion for developing and coaching team members.

• Strong ability to work under pressure and follow through on tasks to completion.

• Excellent written and verbal communication skills.

• Proven capability to lead teams in multitasking and prioritizing deliverables.

• Experience in mentoring, coaching, and providing direction to team members.

• Experience in the transport/travel industry is highly beneficial.

• Willing to work a flexible schedule to meet the needs of the team.

Why Join Us?

• Competitive Salary and Benefits: We offer a comprehensive compensation package along with opportunities for professional growth and development.

• Dynamic Work Environment: Join a supportive team that values your input and encourages collaboration.

If you are ready to take the next step in your career and make a positive impact in a fast-paced call centre, we want to hear from you! Apply today to become a crucial part of our Concentrix family.