Team Leader, DE/FR/IT/ES , E-Commerce , WFO , Lisbon

Concentrix; Lisboa; On-site; EUR 30,000 - 45,000; Full time

Job summary

A leading customer engagement firm is seeking a Team Leader for its E-commerce sector in Lisbon. You will supervise call center associates, ensure performance metrics are achieved, and coach team members while handling escalated customer issues. The ideal candidate should have strong communication skills and meet the mandatory language requirements of DE C1 or FR C1 or IT C1 or ES C1 + EN B2. This full-time position offers opportunities for growth and leadership within the organization.

Qualifications

• Highly motivated individual capable of developing and coaching team members.
• Strong communication skills, both written and verbal.
• Mandatory language requirements of DE C1 or FR C1 or IT C1 or ES C1 + EN B2.

Responsibilities

• Supervise daily activities of call center associates.
• Coach direct reports to meet performance metrics.
• Handle escalated customer issues and provide solutions.

Skills

Coaching and development skills

Strong communication

Ability to work under pressure

Team leadership

Multitasking and prioritization

Job description

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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

• 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
• Mandatory Language requirements DE C1 or FR C1 or IT C1 or ES C1 + EN B2

Career Level Description

Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized line of business. Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager. Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback. Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.

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.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting

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