Financial Services Team Leader (Onsite)
About The Position
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. Military veterans are encouraged to apply. Concentrix is a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging. As a Team Leader, Operations, you’ll join an organically diverse team from 70+ countries where ALL members contribute and support each other’s success and well-being, proudly united as “game-changers.” Together, we help the world’s best-known brands power a world that works through exceptional customer experiences and tech-powered innovation. Due to continued growth, we’re looking for more talented game-changers to join our purpose, people as passionate about providing outstanding customer service experiences as we are.
Requirements
- Minimum of 1 year of Team Leader experience required, with a proven track record of supervising, leading, managing, and developing staff to drive team performance and support operational and organizational goals.
- Prior experience in the BFSI sector required, specifically within banking or credit line of business, as it provides valuable knowledge of industry regulations, client expectations, and operational processes critical to success in this role.
- 18 Years of age or older with a completed High School Diploma or GED required
- Must reside in the United States and have a valid U.S. address for residence.
Nice To Haves
- Associate's degree in related field with two to four years of relevant experience preferred
- Highly motivated individual with skills to develop and coach team members to achieve performance expectations
- Work well under pressure and follow through on items to completion
- Strong communication skills, both written and verbal
- Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
- Ability to mentor, coach and provide direction to a team of employees
- Willingness to work a flexible schedule
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
Benefits
- medical, dental, and vision insurance
- comprehensive employee assistance program (EAP)
- 401(k) retirement plan
- paid time off and holidays
- paid training days
- DailyPay enrollment option to access pay "early," when you want it
- Company networking opportunities with organized groups in the following topics: Network of Women, Black Professionals, LGBTQ+ Pride, Ability (Disabilities), Dynamic ((Neurodiversity), Women in Tech, OneEarth Champions, and more
- Health and wellness programs with trained partners to help promote a healthy you
- Mentorship programs that support your rewarding career journey
- Work-from-home convenience with company-supplied technologies
- Programs and events that support diversity, equity, and inclusion, as well as global citizenship, sustainability, and community support
- Celebrations for Concentrix Day, Game-Changer Appreciation Day, Customer Service Week, World Clean Up Day, #MyOneEarthPromise, and more
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
