Team Leader (Onsite)

CNX•Farmington Hills, MI

3d•$43,000 - $44,000•Onsite

About The Position

The Team Leader is responsible for the day-to-day supervision of a group of call center associates, ensuring performance metrics are achieved through coaching, motivation, and accountability. The role includes monitoring work and attendance, supporting employee development, addressing performance issues, and ensuring customer service meets contractual and financial expectations. The Team Leader also handles escalated customer calls as needed, communicates expectations and updates, facilitates team meetings, and promotes company values and an inclusive, supportive team environment. This is an onsite role in Farmington Hills, Michigan, with an immediate vacancy. The position is full-time. Concentrix provides training, technologies, ongoing support, and learning and leadership development programs. The position has a stated base salary range of $43,000–$44,000, with actual compensation varying based on location and qualifications. Benefits for eligible U.S. employees include medical, dental, and vision insurance, an employee assistance program, a 401(k) plan, paid time off, holidays, paid training, an employee referral program, and additional wellness, mentorship, inclusion, and career-development programs.

Requirements

At least 18 years of age.
Completed high school diploma or GED.
At least one year of leadership experience.
Travel program experience.
Ability to develop and coach team members to achieve performance expectations.
Ability to work under pressure and follow through on tasks to completion.
Strong written and verbal communication skills.
Ability to lead a team in multitasking, prioritization, and meeting deliverable timelines.
Ability to mentor, coach, and provide direction to a team of employees.
Willingness to work a flexible schedule.
Must reside in the United States and have a valid U.S. residential address.
Legally authorized to work in the United States.

Nice To Haves

Associate’s degree in a related field.
Two to four years of relevant experience.

Responsibilities

Supervise a group of call center associates day to day, including monitoring work and attendance according to organizational policy and applicable legal requirements.
Coach direct reports regularly, at least weekly, to help them meet performance metrics.
Identify performance issues, develop and implement improvement plans and corrective action, up to and including termination of employment.
Ensure service meets contractual key performance indicators and financial expectations.
Communicate expectations to employees and provide timely updates.
Provide subject matter expertise for escalated customer calls as needed.
Conduct team meetings to communicate relevant information, invite input, and organize team activities.
Stay current on internal work processes, policies, and procedures, and attend required manager development training.
Promote Concentrix values through behavior and attitude and advocate for team members.
Deliver customer experiences and support employees in meeting performance expectations.

Benefits

Medical insurance
Dental insurance
Vision insurance
Comprehensive employee assistance program
401(k) retirement plan
Paid time off
Paid holidays
Paid training
Employee referral program
Daily Pay option for early access to pay
Health and wellness programs
Mentorship programs
Learning and leadership development programs
Inclusion, belonging, global citizenship, sustainability, and community-support programs
Company networking groups and events
Work-from-home convenience with company-supplied technologies