Team Leader

Team Leader, Operations

Costumer Service - Airline

Supervise and lead the daily performance of a contact center team, ensuring the achievement of operational and financial KPIs through continuous coaching, performance management, and effective communication, fully aligned with Concentrix values.

Key Responsibilities:

• Monitor team attendance, performance, and KPI achievement.
• Provide ongoing coaching (at least weekly) to ensure results.
• Identify performance gaps and implement improvement action plans.
• Ensure compliance with contractual and financial KPIs.
• Handle and manage customer escalations as needed.
• Lead team meetings and coordinate engagement activities.

Required Profile:

• Technical or university studies (preferred) and at least 2 years of experience in similar roles.
• Proven experience leading teams and developing talent.
• Strong communication, coaching, and d...