About the Company
Concentrix is a leading global provider of customer experience (CX) solutions and technology, bringing together design, build, and run capabilities to deliver end-to-end customer engagement services. We focus on enhancing customer experiences across various industries, utilizing advanced analytics, digital innovation, and a dedicated global workforce to drive exceptional results for our clients. Join a company that values innovation, diversity, and professional growth.
Job Description
We are seeking a highly motivated and experienced Professional Teleperformance Lead to join our corporate team. This is a 100% remote position, allowing you to work from anywhere within the specified region. In this role, you will be responsible for overseeing teleperformance operations, leading a team of customer service professionals, and ensuring the delivery of high-quality service and performance metrics. You will play a critical role in coaching, training, and developing your team, while also contributing to process improvements and strategic initiatives. The ideal candidate will possess strong leadership skills, a deep understanding of teleperformance best practices, and a commitment to fostering a positive and productive remote work environment.
Key Responsibilities
- Lead, mentor, and motivate a team of remote teleperformance agents to achieve and exceed performance targets.
- Monitor team performance, provide constructive feedback, and conduct regular coaching sessions.
- Ensure adherence to company policies, procedures, and quality standards.
- Develop and implement strategies to improve call handling efficiency, customer satisfaction, and team productivity.
- Collaborate with other departments to resolve complex customer issues and enhance overall service delivery.
- Prepare and present performance reports to management, highlighting key trends and areas for improvement.
- Assist in the recruitment, onboarding, and training of new team members.
- Stay current with industry trends and best practices in teleperformance and remote team management.
Required Skills
- Minimum of 4 years of experience in teleperformance or customer service, with at least 2 years in a leadership role.
- Proven ability to lead, coach, and develop a remote team.
- Excellent communication and interpersonal skills, both written and verbal.
- Strong analytical and problem-solving abilities.
- Proficiency in CRM software and telecommunication systems.
- Ability to work independently and manage time effectively in a remote setting.
- Demonstrated commitment to customer satisfaction and operational excellence.
Preferred Qualifications
- Bachelor’s degree in Business Administration, Communications, or a related field.
- Experience with workforce management (WFM) tools and methodologies.
- Certification in customer service management or a related discipline.
- Bilingual proficiency (English and Spanish preferred).
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Paid time off and company holidays.
- Opportunities for professional development and career advancement.
- Employee assistance program.
- 100% remote work flexibility with robust support for home office setup.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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