Team Leader Operation

Experteer Italy; Castri di Lecce; In loco; EUR 30.000 - 50.000; Tempo pieno

Descrizione del lavoro

A leading recruitment firm is seeking a Team Leader in Operations to supervise call center associates in Lecce. You will ensure performance metrics are met, provide coaching, and handle escalated customer calls. The ideal candidate has at least one year of team management experience and strong communication skills. This role offers a permanent position with competitive salary and bonus incentives.

Servizi

Permanent Role - CCNL Telecomunicazioni

Competitive salary

Bonus and Incentive plan

Concentrix University access

LinkedIn Learning access

Competenze

• At least one year of relevant experience as a Team Manager in Customer Service.
• Highly motivated individual with skills to develop and coach team members.
• Strong communication skills, both written and verbal, English is a plus.

Mansioni

• Supervise a group of call center associates.
• Coach direct reports to ensure performance metrics are met.
• Identify performance issues and implement corrective actions.

Conoscenze

Team Management

Customer Service

Coaching

Communication Skills

Sales KPI Management

Descrizione del lavoro

Customer Service and Support

Location: Apulia, Italy

Job Title: Team Leader Operation

Job Description

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.

Concentrix is recruiting an experienced Team Leader for our amazing office in Lecce,

We are looking for a #Gamechanger, ready to manage a team of customer service associates, with experience in customer service operations, enthusiastic to start a new career in the Concentrix world!

Essential Functions/Core 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 a 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.
• Able to deal with Sales KPI.
• Ability to lead team in multi‑tasking, prioritization, and meeting timelines on deliverable.
• Ability to mentor, coach and provide direction to a team of employees.
• Willingness to work a flexible schedule - Monday to Sunday from 8 AM to 00 PM.

What we offer

• Permanent Role - CCNL Telecomunicazioni.
• Competitive salary for the role.
• Bonus and Incentive plan.
• Concentrix University and LinkedIn Learning access.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location: ITA Lecce - Viale Risorgimento

Time Type: Full time