ConcentrixTeam Leader, Operations
Costumer Service - Airline
Supervise and lead the daily performance of a contact center team, ensuring the achievement of operational and financial KPIs through continuous coaching, performance management, and effective communication, fully aligned with Concentrix values.
Monitor team attendance, performance, and KPI achievement.
Provide ongoing coaching (at least weekly) to ensure results.
Identify performance gaps and implement improvement action plans.
Ensure compliance with contractual and financial KPIs.
Handle and manage customer escalations as needed.
Lead team meetings and coordinate engagement activities.
Technical or university studies (preferred) and at least 2 years of experience in similar roles.
Proven experience leading teams and developing talent.
Strong communication, coaching, and decision-making skills.
Ability to work under pressure and meet deadlines.
Results-driven mindset with strong multitasking skills.
Willingness to work flexible schedules.
Sales experience is a plus.
Analista y Control de calidad
Consultoría de externalización y deslocalización
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