Microsoft Team leader

1 month ago


Dubai, United Arab Emirates Concentrix Full time
About the job

JobTitle:

Microsoft Teamleader

JobDescription

The Team Leader,Operations is responsible for the day-to-day supervision of a groupof call center associates. This position ensures performancemetrics are achieved by providing adequate coaching, motivation andaccountability.

EssentialFunctions/Core Responsibilities

  • Responsible for the day-to-daysupervision of a group of call center associates including work andattendance monitoring in accordance with organization policy andapplicable legal requirements
  • Effectively coachdirect reports on their performance on a regular basis to ensureperformance metrics are achieved at a minimumweekly
  • Identify performance related issues,develop an action plan for improvement, implement correctiveaction, up to and including termination ofemployment
  • Ensure service delivered to ourcustomers meets contractual Key Performance Indicator(‘KPIs’) and financialexpectations
  • Communicate expectations toemployees and provide timely updates
  • Providesubject matter expertise in handling escalated customer calls asneeded
  • Conduct Team Meetings to ensureexpedient communication of relevant information and as an openforum for input. Schedule and organize teamactivities
  • Stay current on internal workprocesses, policies and procedures. Attend required managerdevelopment training
  • Promote the Concentrixvalues through both behavior and attitude, including being anadvocate for team members

Candidate Profile

  • Associate's degree in relatedfield with two to four years of relevant experiencepreferred
  • Highly motivated individual withskills to develop and coach team members to achieve performanceexpectations
  • Work well under pressure andfollow through on items to completion
  • Strongcommunication skills, both written andverbal
  • Ability to lead team in multi-tasking,prioritization, and meeting timelines ondeliverable
  • Ability to mentor, coach andprovide direction to a team ofemployees
  • Willingness to work a flexibleschedule

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