Team Leader Operation

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Job Description

The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates and ensuring performance metrics are achieved by providing coaching, motivation and accountability.

Location

ITA Lecce – Viale Risorgimento, Italy

Responsibilities

• 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.
• Regular coaching of direct reports to ensure performance metrics are achieved on a weekly basis.
• Identify performance-related issues, devise improvement action plans, implement corrective actions up to and including termination of employment when necessary.
• Ensure service delivery meets contractual 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 communication of relevant information and serve 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 Concentrix values through behavior and attitude, acting as 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 a plus.
• Able to handle Sales KPI.
• Ability to lead a team in multitasking, prioritization, and meeting timelines on deliverables.
• 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 12 PM.

What We Offer

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

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.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Management and Manufacturing

Industries

IT Services and IT Consulting