Team Leader - Supervisor (Bilingual) Contact Center

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 actions plans. Ensure compliance with company policies and procedures. Develop and maintain a positive work environment that fosters open communication, collaboration, and teamwork. Foster a culture of continuous learning and professional development. Lead by example, demonstrating the Concentrix values in daily interactions. Provide feedback and coaching to team members on their performance and areas for improvement. Conduct regular team meetings to discuss goals, progress, and challenges. Identify and address any issues or concerns that may impact team performance. Ensure all team members are aware of and comply with company policies and procedures. Develop and maintain a comprehensive understanding of the contact center operations, including processes, systems, and technology. Analyze data and metrics to identify trends and areas for improvement. Make recommendations to improve process efficiency and reduce costs. Collaborate with other teams to ensure alignment and effective communication. Ensure all team members are trained on company policies and procedures. Develop and maintain a comprehensive understanding of the airline industry and its operations. Foster relationships with key stakeholders, including customers, vendors, and partners. Provide exceptional customer service by ensuring that all interactions with internal and external customers are professional, courteous, and respectful. Ensure that all team members provide exceptional customer service. Conduct regular quality control checks to ensure compliance with company standards. Develop and maintain a comprehensive understanding of the contact center technology and systems. Analyze data and metrics to identify trends and areas for improvement. Make recommendations to improve process efficiency and reduce costs. Collaborate with other teams to ensure alignment and effective communication. Ensure all team members are trained on company policies and procedures.