Job Title:
Team Leader Regional Case Management (Onsite)
Job Description
Join a world-class team in Newark, California, as a Team Leader Regional Case Management! The Team Leader Regional Case Management 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 Regional Case Management position at Concentrix is the right place for you!
As a Team Leader Regional Case Management , 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 “game-changers.” 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 Regional Case Management , you will:
Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
Communicate expectations to employees and provide timely updates
Provide subject matter expertise in handling escalated customer calls as needed
Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
Stay current on internal work processes, policies and procedures. Attend required manager development training
Promote the Concentrix values through both behavior and attitude, including being an advocate for team members
YOUR QUALIFICATIONS
Your skills, integrity, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our Team Leader Regional Case Management role include:
A minimum of one (1) year of prior experience in call center management, Required
A minimum of one (1) year of experience in the automotive industry (Automotive, consumer affairs, warranty, customer advocacy, or case management), Required
Candidates must currently reside within a 20-mile radius of the Concentrix site in Newark, CA, for i mmediate consideration, Required
18 Years of age or older with a completed High School Diploma or GED Required
Associate's degree in related field with two to four years of relevant experience preferred
Highly motivated individual with skills to develop and coach team members to achieve performance expectations
Work well under pressure and follow through on items to…