Team Leader with German

Concentrix Experts Colombia S.A.S.; Katowice; Hybrid; PLN 90,000 - 130,000; Full time

Job summary

Concentrix Experts Colombia S.A.S. is seeking a Team Leader with German for remote work in Poland. You will supervise a group of call center associates, coach performance, and ensure KPI targets are met while adhering to policies and schedules.

Strong leadership and language skills are essential for driving success in a fast-paced environment. The role requires German at C1/C2 and English proficiency, with the ability to manage processes, attend required trainings, and support team development

Qualifications

• Team Leader experience is mandatory.
• German (C1/C2) and English proficiency required.
• Willingness to work a flexible schedule.

Responsibilities

• Supervise a group of call center associates on a day-to-day basis and monitor attendance.
• Coach team members regularly to meet performance metrics and KPIs.
• Identify performance issues, devise action plans, and implement corrective actions up to termination.
• Ensure service levels meet contractual KPIs and financial expectations.
• Communicate expectations and provide timely updates to the team.
• Handle escalated calls as needed with SME support.
• Conduct regular team meetings and organize team activities.
• Stay updated on internal processes and complete required training.
• Promote company values and advocate for team members.

Skills

Team leadership

German (C1/C2)

English

Job description

Job Title:

Team Leader with German

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.

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

• Team Leader experience is mandatory
• Languages: German C1/C2 + English
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• Work well under pressure and follow through on items to completion
• Strong communication skills, both written and verbal
• 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
• Location: Remote in Poland

Location:

POL Katowice - Global Office Park-Bldg C Flrs 2 & 3