Team Leader, Operations,WFH - English and Italian or French or Turkish

Concentrix; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

A leading company is seeking a Team Leader for Operations to supervise call center associates. The role involves coaching, performance monitoring, and ensuring service meets contractual KPIs. Candidates should have an Associate's degree and relevant experience, with strong communication skills in English and either Italian, French, or Turkish.

Qualifications

• At least two years of relevant experience preferred.
• Experience in online chat support.

Responsibilities

• Supervise call center associates and monitor performance metrics.
• Coach team members to achieve performance expectations.
• Handle escalated customer calls as needed.

Skills

Coaching

Communication

Motivation

Multi-tasking

Leadership

Education

Associate's degree

Job description

Job Title:

Team Leader, Operations, WFH - English and Italian or French or Turkish

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

1. 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.
2. Effectively coach direct reports on their performance regularly to ensure performance metrics are achieved at a minimum weekly.
3. Identify performance-related issues, develop an action plan for improvement, implement corrective actions, up to and including termination of employment.
4. Ensure service delivered to customers meets contractual KPIs and financial expectations.
5. Communicate expectations to employees and provide timely updates.
6. Provide subject matter expertise in handling escalated customer calls as needed.
7. Conduct team meetings to ensure communication of relevant information and as an open forum for input. Schedule and organize team activities.
8. Stay current on internal work processes, policies, and procedures. Attend required manager development training.
9. Promote Concentrix values through behavior and attitude, including advocating for team members.
10. Work on weekends and late shifts.
11. Ability to work from home.

Candidate Profile

• Associate's degree in a related field with at least two years of relevant experience preferred.
• Experience in online chat support.
• 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 written and verbal communication skills.
• Ability to lead a team in multi-tasking, prioritization, and meeting deadlines.
• Ability to mentor, coach, and provide direction to a team of employees.
• Willingness to work a flexible schedule.
• English B2 and Italian C1 or French C1 or Turkish C1 proficiency.

Career Level Description

Receives assignments in task-oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises daily activities of business, technical support, or production team members. Handles single and medium-sized lines of business. Decisions are guided by policies, procedures, and business plans; receives guidance from managers. Drives team to achieve metrics and goals through coaching and feedback. Typically spends less than 20% of time performing supervised work. Handles escalated issues. Supervises non-exempt employees performing related tasks.

• Manage employment status of call center associates, participate in transfers, promotions, or regularizations.
• Exercise independent judgment in implementing management policies.
• Manage employment actions like firing, promotion, regularization, addressing misconduct, policy violations.
• Stay current on internal processes, policies, and procedures and ensure their implementation.
• Support and manage programs with other Team Leaders and Managers.
• Participate in selecting, training, developing, and appraising team members.
• Manage team performance regularly, including performance appraisals.
• The role is a managerial position entrusted with responsibility and trust.

Disclaimer

The above statements describe the general nature and level of work performed by those in this role. They are not exhaustive of all responsibilities, duties, and skills required.

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

Location: Work-at-home Georgia

Language Requirements: English and Italian or French or Turkish at C1 level

Time Type: Full time

Effective Date: 2025-06-02

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