Experience

Concentrix

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Team Lead Manager

  • Jan 2021 - Present

  LOB Lead, is responsible for day-to-day client interaction with team performance feedback, escalations and process review. Attend daily client meetings and stand up on team’s performance, current state and moving forward required actions. This extends to client’s client resolver groups and escalation teams. Facilitates meeting on some client’s resolver group making sure that resolution is carried out especially on cases that are being manage within SLAs. Manage 2 Team Lead, 2 SME and 2 Back Office Team with their performance ensuring the quality of service is provided to client at all times. Review client feedback and escalations. Work with Team Lead on coaching and provide client the result and action plans. Provide the team with current changes from client and work on implementing new/changes on processes with Team Lead and Operations Manager. Check everyone’s understanding for smooth transition. Facilitate quarterly meet up with clients (extending on client’s clients) on the latest update, peak season strategy and future plans. July 2018 – Jan 2021 Team Leader (Technical Account) 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. December 2010 - July 2018 Team Lead - Financial Account April 26, 2006 - Dec 2010 Customer Service Professional (Financial Acct) Promoted from CSP1 to CSP3 2006 - 2009. Worked as Team Leader Back Up 2009 - 2010 Show less