Team Leader

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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