Team Leader

Concentrix; Pescara; In loco; EUR 30.000 - 40.000; Tempo pieno

Descrizione del lavoro

A global customer service provider in Pescara is seeking a Team Leader to supervise call center associates. This role involves coaching team members, ensuring performance metrics are met, and promoting company values. Ideal candidates should have experience in customer service management and strong communication skills. The position offers a competitive salary and a flexible work schedule.

Servizi

Competitive salary

Bonus and Incentive Plan

Access to Concentrix University and LinkedIn Learning

Competenze

• At least one year of relevant experience as Team Manager in Customer Service.
• English at least B2 Level.
• Willingness to work on a flexible schedule.

Mansioni

• Supervise a group of call center associates and monitor work attendance.
• Coach team members to achieve performance metrics.
• Conduct team meetings and promote Concentrix values.

Conoscenze

Team management

Coaching and mentoring

Performance evaluation

Communication skills

Multitasking

Descrizione del lavoro

Join to apply for the Team Leader role at Concentrix

The Team Leader, Operations 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.

Responsibilities

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
• Stay current on internal work processes, policies and procedures. Attend required manager development training
• Promote the Concentrix values through both behavior and attitude, including being an advocate for team members

Candidate Profile

• At least one year of relevant experience as Team Manager in Customer Service
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• Ready to work in a corporate environment
• Strong communication skills, both written and verbal, English is plus
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
• Ability to mentor, coach and provide direction to a team of employees
• English at least B2 Level
• Willingness to work on a flexible schedule - Monday to Sunday from 8:00 to 22:00

Internal Applicants

• At least 3 months of Experience as a Senior Agent or in another Staffing role (Quality, RTA, WFM...)

What we offer

• Initially Fixed-term Role - CCNL Telecomunicazioni - with possibility of extension
• Competitive salary for the role
• Bonus and Incentive Plan
• Concentrix University and LinkedIn Learning access

Location

ITA Pescara - Via Conte di Ruvo 74 Pescara

Employment type

Full-time

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Job reference: R1652341