Team Leader (Onsite) Greenville, SC

General Information LocationGreenville, SCJob ID13973Job Category OperationsLanguage Requirement EnglishDescription & requirements

Performance Drive culture of accountability, continuous improvement, and personal excellence Self reliant - prioritize objectives, identify, assess, and execute solutions for performance issues or areas of improvements Accountable and full responsibility for direct reports and team key performance target achievements. Understand and meet Key Performance metrics and targets. Review and evaluate performance reports to identify strengths and opportunities. Create individual targets for each direct report through customized coaching plans. Quality Communicate key messages effectively to ensure that direct reports are well informed about procedural changes or incidents that may impact them or their customers Prioritize objectives with little-to-no assistance, finding issues and creating and executing on solutions that address those issues Work output is prioritized, utilizing proper time management and accuracy Monitor CSA's ensuring that each advisor receives feedback regularly, in conjunction with review of live and recorded call observations Participate in Transcom and client calibration sessions Additional Specific Duties & Responsibilities Be actively involved in problem solving and propose improvements to processes Implement and respect Transcom standard practices Conduct yourself in a manner consistent with the values of the organization Drive and foster a culture of positive performance Make Transcom an enjoyable place to work for everyone Qualification and experience To qualify for this role you must have/be...Proven track record of performance management, development of talent, and coaching effectiveness Dependable and consistent Nimble thinking, high energy, passion and persistent, resourcefulness Excellent communication skills including active listening, empathy, concise, and clarity Passion for coaching excellence, providing constructive feedback, and developing talent Positive outlook, enthusiastic team player attitude Driven by delivering results Strong communication skills - verbal and written in the English language A good understanding of CRM best practices; have ability to set SMART targets Ability to analyze results and make decisions based on data and facts Understand basic mathematics needed for reporting, analysis, and differentiation purposes Strong organizational and time management skills Focused on setting clear objectives and priorities Good understanding of mobile and computer technology Ability to provide a quiet distraction-free work environment Ability to work a flexible schedule including nights, weekends, and holidays Successful verification of minimum internet speeds that meets Transcom and client minimum requirements Successful completion/passing of criminal background check It will help if you have...2-5 years of leadership experience in a contact center/BPO experience Direct reports of at least 10 people Have worked in a self-driven environment Previous experience managing a team in both onsite and virtual environments Knowledge and understanding of Transcom procedures

Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers and work-at-home agents. We are 30,000+ customer experience specialists at over 90 contact centers across 28 countries, delivering services in 33 languages to international brands in various industry verticals. Right now, we are growing our virtual footprint in North America and currently hire remote employees in 26 states and 3 Canadian provinces. Proud to be recognized by FlexJobs as #4 on their list of the Top 100 companies to watch for remote work in 2026.At Transcom, we're relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That's just how we are at Transcom. Here we care, and root for each other. You're included, just as you are, from day one. And with the right mindset, there's no end to how far we can go together. We are the voice of our clients. We are Transcom. We are passionate about people and look forward to meeting you!