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.
### Robust oral communication and listening skills.
### Ability to lead, multitask, prioritize, and meet deadlines.
### Experience in handling escalations and driving resoluti