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    Microsoft Team leader - Dubai, United Arab Emirates - Concentrix

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    Description

    About the job

    JobTitle:

    Microsoft Teamleader

    JobDescription

    The Team Leader,Operations is responsible for the day-to-day supervision of a groupof call center associates. This position ensures performancemetrics are achieved by providing adequate coaching, motivation andaccountability.

    EssentialFunctions/Core Responsibilities

    • Responsible for the day-to-daysupervision of a group of call center associates including work andattendance monitoring in accordance with organization policy andapplicable legal requirements
    • Effectively coachdirect reports on their performance on a regular basis to ensureperformance metrics are achieved at a minimumweekly
    • Identify performance related issues,develop an action plan for improvement, implement correctiveaction, up to and including termination ofemployment
    • Ensure service delivered to ourcustomers meets contractual Key Performance Indicator('KPIs') and financialexpectations
    • Communicate expectations toemployees and provide timely updates
    • Providesubject matter expertise in handling escalated customer calls asneeded
    • Conduct Team Meetings to ensureexpedient communication of relevant information and as an openforum for input. Schedule and organize teamactivities
    • Stay current on internal workprocesses, policies and procedures. Attend required managerdevelopment training
    • Promote the Concentrixvalues through both behavior and attitude, including being anadvocate for team members

    Candidate Profile

    • Associate's degree in relatedfield with two to four years of relevant experiencepreferred
    • Highly motivated individual withskills to develop and coach team members to achieve performanceexpectations
    • Work well under pressure andfollow through on items to completion
    • Strongcommunication skills, both written andverbal
    • Ability to lead team in multi-tasking,prioritization, and meeting timelines ondeliverable
    • Ability to mentor, coach andprovide direction to a team ofemployees
    • Willingness to work a flexibleschedule


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