Team Leader Regional Case Management

Job Title:

Team Leader Regional Case Management (Onsite)

Job Description

Join a world-class team in Farmington Hills, as a Team Leader! The Team Leader is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability. (Military veterans are encouraged to apply.)

A NEW CAREER POWERED BY YOU

Are you looking for a career change with a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging? Would you like to join a Fortune 500 company that earns “World’s Best Workplaces,” “Best Company Culture,” and “Best Companies for Career Growth” awards every year? Then a Team Leader position at Concentrix is the right place for you!

As a Team Leader, you’ll join an organically diverse team from around the globe where all members contribute to and support each other’s success and wellbeing, proudly united as “gamechangers.” Together, we serve as the intelligent transformation partner for the world’s best-known brands, delivering exceptional customer experiences with tech-powered innovation.

CAREER GROWTH AND PERSONAL DEVELOPMENT

This is a great opportunity to reimagine an all-new career journey and develop “friends for life” at the same time. We’ll give you all the training, technologies, and ongoing support you’ll need to succeed. Plus, at Concentrix, there’s real career (and personal) growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of no-cost learning and leadership development programs designed to set you on your way to the kind of career you’ve always envisioned.

WHAT YOU WILL DO IN THIS ROLE 

As a Team Leader, you will:

Team Leadership & Development

• Lead, motivate, and support a team of Regional Case Managers.
• Conduct regular coaching sessions, performance discussions, and developmental activities.
• Monitor individual and team performance against established KPIs, SLAs, productivity, quality, and customer satisfaction goals.
• Foster a culture of accountability, ownership, continuous improvement, and customer advocacy.
• Provide escalation support and guidance on complex customer cases and operational challenges.

Operational Excellence

• Monitor regional case volumes, backlog trends, and aged case performance.
• Analyze operational data to identify process gaps, risks, and improvement opportunities.
• Partner with Operations Managers to implement action plans focused on reducing aged cases and improving customer outcomes.
• Ensure adherence to established policies, procedures, and service standards.
• Support workforce planning activities and staffing recommendations based on regional demand.

Recruiting & Hiring Support

• Participate in candidate interviews and hiring decisions.
• Conduct operational candidate assessments and provide hiring recommendations.
• Partner with Talent Acquisition throughout recruiting initiatives.
• Assist with onboarding planning and workforce ramp strategies.

Training & Onboarding

• Support execution of new hire training and nesting programs.
• Facilitate knowledge transfer and operational readiness activities.
• Assist new hires during onboarding and provide ongoing coaching throughout their learning journey.
• Identify skill gaps and partner with leadership on developmental solutions.

Stakeholder Collaboration

• Serve as a key point of contact between Operations, Training, Workforce Management, Human Resources, and other business partners.
• Collaborate with leaders to improve processes and elevate team performance.
• Communicate operational updates, risks, and recommendations effectively to management.
• Deliver expert customer experiences…with a smile.
  
  

YOUR QUALIFICATIONS

Your skills, integrity, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our Team Leader role include:

Required Qualifications

• Minimum 3 years of experience in customer case management, customer relations, escalations, consumer affairs, or related operational environment.
• Minimum 1 year of leadership, mentoring, coaching, or team leadership experience.
• Prior call center management experience Required
• Strong analytical and problem-solving skills.
• Advanced organizational and time management capabilities.
• Experience interpreting operational metrics and performance data.
• Proficiency with Microsoft Office Suite, particularly Excel, Outlook, PowerPoint, and Teams.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to work onsite and collaborate effectively with business partners and leadership.
• 18 Years of age or older with a completed High School Diploma or GED required

Preferred Qualifications

• Automotive, consumer affairs, warranty, customer advocacy, or case management experience.
• Experience supporting Tier 2 or Tier 3 case management environments.
• Experience leading onboarding, nesting, or training programs.
• Knowledge of CRM systems such as Salesforce.
• Experience managing escalations and executive-level customer concerns.
• Bachelor's Degree or equivalent combination of education and experience.
• Must reside in the United States and have a valid U.S. address for residence.

WHAT’S IN IT FOR YOU

One of our company’s Culture Beliefs says, “We champion our people.” That’s why we invest in our gamechangers, our infrastructure, and our capabilities to ensure long-term success for both our teams and our clients. And we’ll invest in YOU to aid in your career path and in your personal development. In this role, you’ll also be provided with:

• The base salary range for this position is $50,000.00-$55,000.00plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, a comprehensive employee assistance program (EAP), a 401(k)-retirement plan, paid time off, and holidays.

• Paid training and lucrative employee referral program.

• Daily Pay enrollment option to access pay "early," when you want it.
• Health and wellness programs with trained partners to help promote a healthy you.
• Mentorship programs that support your rewarding career journey.
• A modern, state-of-the-art office setting with advanced technologies and a great team.

• Programs and events that support inclusion and belonging, as well as global citizenship, sustainability, and community support.

• Company networking opportunities with organized groups in the following topics: Network of Women, Black Professionals, LGBTQ+ Pride, Ability (disabilities), Dynamic (neurodiversity), Women in Tech, One Earth Champions, Wise Owls (experienced), and more.
• A range of other perks and benefits.

REIMAGINE THE BEST VERSION OF YOU! 

If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why half a million gamechangers around the globe call Concentrix their “employer of choice.”  

JOB AVAILABILITY  

This position is for an existing, immediate vacancy. We are currently seeking to fill this role with an individual who can start as soon as possible.  The deadline to apply for this position is: November 16, 2026.     

Location:

USA Farmington Hills MI

Language Requirements:

Time Type:

Full time

Physical and Mental Requirements:
 
The employee is regularly required to operate a computer, keyboard, telephone/headset, and/or other office equipment as essential functions of this position. Work is generally sedentary in nature.

Equal Employment Opportunity:

Concentrix is an equal opportunity and affirmative action (EEO-AA) employer. We promote equal opportunity to all qualified individuals and do not discriminate in any phase of the employment process based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy or related condition, disability, status as a protected veteran, or any other basis protected by law.

For more information regarding your EEO rights as an applicant, please visit the following websites:

·    English

·   Spanish

Accommodation:

Concentrix welcomes and encourages applications from candidates with disabilities and is committed to providing an inclusive recruitment process. If you require reasonable accommodation to participate in any stage of the application or interview process, please let us know. Requests may be made by contacting [email protected].  All information will be treated confidentially and used solely to facilitate your participation in the recruitment process.

Artificial Intelligence:

As part of our recruitment process, we may use artificial intelligence (AI) tools to assist in the screening and/or assessment of job applicants. These tools could be used to evaluate resumes, applications, and other materials submitted to help us identify the best candidates for the role.

Work Authorization:

In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position. Must reside in the United States or have a valid U.S. address for residence.  

For further information on available work states and Equal Employment Opportunity as an applicant, please click HERE