Job Description
Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.
Role and Key Responsibilities:
- ### Supervise day-to-day operations of a team of voice process associates, ensuring adherence to performance metrics through coaching, motivation, and accountability.
- ### Monitor work and attendance in accordance with organizational policies and legal requirements.
- ### Provide effective coaching to direct reports to ensure consistent high performance.
- ### Identify performance-related issues, develop improvement plans, and implement corrective actions.
- ### Ensure service delivery meets contractual Key Performance Indicators (KPIs) and financial expectations.
- ### Handle escalated customer calls and provide subject matter expertise.
- ### Conduct team meetings to communicate updates and encourage feedback.
- ### Organize team activities and foster engagement.
- ### Stay updated on internal processes, policies, and procedures.
- ### Attend required leadership and development training.
- ### Promote CNX values—“Walk the talk” and lead by example.
Key Skills and Knowledge:
- ### Associate's degree in a related field with 2–4 years of relevant experience preferred.
- ### Prior experience in a voice process (inbound/outbound/customer service/sales).
- ### Robust understanding of voice metrics such as AHT, CSAT, FCR, call quality, service levels, and shrinkage.
- ### Knowledge of absenteeism, attrition, and workforce management.
- ### Ability to coach and develop team members to meet performance expectations.
- ### Strong oral communication and listening skills.
- ### Ability to lead, multitask, prioritize, and meet deadlines.
- ### Experience in handling escalations and driving resoluti