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  • Farmington Hills, MI

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Team Leader, FHCC, Jan 16

Concentrix • Farmington Hills, MI

Posted 9 days ago

Job Snapshot

Degree - High School
Other Great Industries


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Job Description

Job Description

TITLE: Team Lead
Job Type: Full Time
Location : Farmington Hills
At Concentrix we are fanatical about our staff and clients. We are tenacious in our pursuit of excellence and of high quality service. We’re not afraid of being bold and disruptive in the marketplace and we like shaking things up. We take our values seriously and they are threaded into everything that we do - we are ONE CONCENTRIX. Join us and BE the Difference for the world’s best brands!
Career Description/Summary:
The Team Leader is a non-technical role supporting Customer Service Representatives (CSR). This position provides supervision, quality control, training and ongoing development for front line agents to enable the highest standards of customer service to the consumer.
  • Monitors and manages absenteeism
  • Oversees and manage effective use of personnel resources to ensure service quality standards and budgetary scheduling standards are met
  • Gathers procedural and product information and documents
  • Assesses individual training needs and ensure needs are met
  • Prepares payroll documentation for subordinates
  • Prepares various reports (i.e.: fulfillment, correspondence, quality management, billing)
  • Maintains personnel files
  • Monitors and safeguards ISO 9001 standard compliance
  • Uses appropriate tools to manage and report nonconformance in document control processes
  • Ensures company communications are distributed to agents in a timely manner (ie, announcements, changes to policy and procedure, etc)
  • Ensure that quality standards are met or exceeded by:
  1. Side by side coaching.
  2. Case maintenance.
  3. Conduct call and case handling assessments.

  • Communicates department and organizational objectives and goals to subordinates
  • Communicates information to department on specific areas of responsibility and accountability
  • Provides assistance and support to department personnel including training and mentoring as required
  • Maximizes potential of subordinates through training and development and effective performance management methods
  • Monitors and ensures existence of supportive working environment(s) to promote high job satisfaction and morale
  • Manages departmental resources through effective recruiting, delegation and organization
  • Manages and controls department budget and costs
  • Prepares and conducts formal performance evaluations
  • Oversees, establishes and documents departmental procedures in compliance with quality standards
  • Conducts regular audits of departmental procedures and systems to ensure compliance with policies and standards.
  • Regularly reviews departmental processes and work flows with view of improving efficiency 

Work Locations:  US-FAR-FHCC1-01 (762)34115 West Twelve Mile RoadFarmington Hills, 48331
Job:  CRM
Organization:  CNX-71-Delivery (Direct)

Job Requirements

What we are looking for:
Education: High School Graduate or equivalent required; Associates degree with a concentration in business preferred.
Knowledge: Understanding of call center operations; strong understanding of call center operations; and excellent knowledge of computer/networking support preferred
Experience: Two years of customer service experience; One year of call center experience; and a minimum of six months supervisory experience preferred.
Operating Hours: Monday - Saturday 7am - 6pm
Additional Comments:
  • Other duties are required.
What we offer:
Concentrix provides our associates with:
•         Career Pathing and Advancement Opportunities
•         Competitive salary
•         Monthly performance incentives
•         Health insurance (Eligibility requirements must be met)
The Company:
Concentrix is a high-value global business services company. With more than 90,000 staff in 25 countries, we focus on customer engagement and all that supports it. We do so by partnering with clients to improve the customer experience and business outcomes. For information, recent news, and to follow Concentrix on Twitter, Facebook, LinkedIn, Google+ and YouTube, visit

Concentrix - A SYNNEX Corporation Company (NYSE: SNX) is an Equal Employment Opportunity employer M/F/D/V and is committed to the Quality Policy
Job ID: CNX00033780
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