Job Title:
Team Leader Regional Case Management (Onsite)
Job Description
Join a world-class team in Farmington Hills, as a Team Leader! The Team Leader is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability. (Military veterans are encouraged to apply.) A NEW CAREER POWERED BY YOU
Are you looking for a career change with a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging? Would you like to join a Fortune 500 company that earns “ World’s Best Workplaces ,” “ Best Company Culture ,” and “ Best Companies for Career Growth ” awards every year? Then a Team Leader position at Concentrix is the right place for you!
As a Team Leader, you’ll join an organically diverse team from around the globe where all members contribute to and support each other’s success and wellbeing, proudly united as “gamechangers.” Together, we serve as the intelligent transformation partner for the world’s best-known brands, delivering exceptional customer experiences with tech-powered innovation.
CAREER GROWTH AND PERSONAL DEVELOPMENT
This is a great opportunity to reimagine an all-new career journey and develop “friends for life” at the same time. We’ll give you all the training, technologies, and ongoing support you’ll need to succeed. Plus, at Concentrix, there’s real career (and personal) growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of no-cost learning and leadership development programs designed to set you on your way to the kind of career you’ve always envisioned.
WHAT YOU WILL DO IN THIS ROLE
As a Team Leader, you will:
Team Leadership & Development
Lead, motivate, and support a team of Regional Case Managers.
Conduct regular coaching sessions, performance discussions, and developmental activities.
Monitor individual and team performance against established KPIs, SLAs, productivity, quality, and customer satisfaction goals.
Foster a culture of accountability, ownership, continuous improvement, and customer advocacy.
Provide escalation support and guidance on complex customer cases and operational challenges.
Operational Excellence
Monitor regional case volumes, backlog trends, and aged case performance.
Analyze operational data to identify process gaps, risks, and improvement opportunities.
Partner with Operations Managers to implement action plans focused on reducing aged cases and improving customer outcomes.
Ensure adherence to established policies, procedures, and service standards.
Support workforce planning activities and staffing recommendations based on regional demand.
Recruiting & Hiring Support
Participate in candidate interviews and hiring decisions.
Conduct operational candidate assessments and provide hiring recommendations.
Partner with Talent Acquisition throughout recruiting initiatives.
Assist with onboarding planning and workforce ramp strategies.
Training & Onboarding
Support execution of new hire training and nesting programs.
Facilitate knowledge transfer and operational readiness activities.
Assist new hires during onboarding and provide ongoing coaching throughout their learning journey.
Identify skill gaps and partner with leadership on developmental solutions.
Stakeholder Collaboration
Serve as a key point of contact between Operations, Training, Workforce Management, Human Resources, and other business partners.
Collaborate with leaders to improve processes and elevate team performance.
Communicate operational updates, risks, and recommendations effectively to management.
Deliver expert customer experiences…with a smile.
YOUR QUALIFICATIONS
Your skills, integrity, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our Team Leader role include:
Required…