Team Leader

What you will do in this role

As a Team Leader on our team, you will:

• Own and monitor the performance and calibration on team members
• Do frequent 1:1s with team members to solicit feedback on process inefficiencies or team related issues
• Deliver performance reviews to team members
• Own and create performance improvement plans
• Communicate vision and strategic vision changes
• Track case handling and time management
• Review and improve case handling flow
• Create, implement, and follow up on individual, team, and site wide action plans and communicate the initiatives and results with our client
• Identify and implement initiatives to drive customer satisfaction, increase case quality, increase efficiency, and boost team productivity - and share the initiatives and results with our client
• Manage the performance and career development of the support team
• Manage responsive relationship with our client to build productive, retention-oriented team culture
• Report weekly according to the KPI performance code calls
• Own, prepare content, and present reporting for WBR/MBR/QBR
• Handle all agent scheduling

Your qualifications

Concentrix + Webhelp is a great match if you:

• Are proficient or bilingual in English
• Have at least 1 year experience in a similar position (BPO preferred)
• Are open-minded and eager to learn new things

It will be a plus if you have:

• BPO experience in Fintech

If you feel you don’t check every box, we encourage you to apply anyway. We'll do our best to match you with the right job, whether it’s this or another role.

What’s in it for you

In this role, we offer benefits that help you support your unique lifestyle:

• Full-time indefinite contract
• Performance bonus
• The option to choose from a board range of flexible benefits through MY Benefit Platform
• Medical Subscription
• Bring-a-friend (referral) bonus opportunities
• Full paid training on the company and the project you'll be working on
• Career development programs, specialized courses, and language classes