Description STAR \u2013 Team Lead Concentrix is seeking an experienced Call Center professional to supervise our Helpdesk at our client site in Auburn Hills. The business supports our Automotive Technical Consultants in resolving repair questions for Dealership Service Departments. The Team Leader will perform all necessary supervisory functions to effectively and efficiently manage and develop team members to support individual and team achievements. The Team Lead is also responsible for ensuring internal Company and Client metrics are met, drive process improvements in how we conduct our business and liaise with the client on operational responsibilities as needed. SPECIFIC RESPONSIBILITIES Determine and communicate areas of accountability and performance expected of team members. Ensure employees are regularly meeting their KPI\u2019s and provide feedback on performance consistently. Supervise employees providing recognition, coaching and performance management when appropriate. Foster a cooperative and positive work environment. Foster a strong working relationship with all other departments to maximize productivity, efficiency, effectiveness, and morale. Manage and resolve major issues or matters of significance and take prompt corrective action, suggest alternative courses of action or escalate to appropriate team\/manager when necessary. Able to make difficult decisions with minimal information and focus team to constantly seek opportunities for improving integrity\/compliance, safety, quality and output\/productivity and new products\/services. Identify and pursue opportunities to enable up-sell, cross-sell, and packaging revenue streams. Develop resource strategies, budgets, tools, etc. ESSENTIAL QUALIFICATIONS Education \/ Knowledge: High School diploma required, college degree preferred Experience \/ Skill: Prior supervisory experience in a call center environment required. Experience in an automotive environment is strongly preferred. Strong Computer skills in Microsoft Office including Word, Excel, PowerPoint & Outlook. Department \/ Program: FCA Location: Auburn Hills Operating\u00a0Hours: Monday - Friday 8am \u2013 8pm Saturday 8am \u2013 6pm Minimum Hours per Week: 40 Hours
Website : http://www.concentrix.com
Concentrix is a leader in high-value global business services. It partners with its clients to deliver end-to-end customer engagement services, technology innovations, analytics, process optimization, and business improvements. The global business services firm transforms the customer experience, and streamlines front and back office and industry-specific processes to provide the highest value from every customer interaction. With a presence in 24 countries and a staff of more than 54,000 who speak 40+ languages, we help make our clients more competitive. Concentrix offers industry expertise in 10 industries: Banking & Financial Services, Healthcare & Pharmaceutical, Insurance, Technology, Consumer Electronics, Retail & e-Commerce, Government & Public Sector, Media & Communications, Automotive and Travel, Transportation & Tourism. Our Philosophy – we attack our clients’ challenges in their marketplace with speed, entrepreneurialism, investment and agility. We are engaged in your business and invested in your outcomes. Concentrix is a recognized leader in providing innovative services and technology to accelerate high-value interactions at every stage of your customer’s lifecycle. We start every client relationship by asking one key question: What is your customer strategy? Armed with the answer to this question, we partner with our clients to provide solutions that maximize the value of every customer interaction, drive revenue and reduce cost. We solve problems and provide improved business outcomes. Your brand and your success is as important to us as it is to you.