Job Title:

Team Leader Operation

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.Job DescriptionConcentrix is recruiting an experienced Team Leader for our amazing office in Lecce,

We are looking for a #Gamechanger, ready to manage a team of customer service associates, with experience in customer service operations, enthusiastic to start a new career in the Concentrix world!

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 

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 plus

Able to deal with Sales KPI

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 - Monday to Sunday from 8 Am to 00 Pm

What we offer

Permanent Role - CCNL Telecomunicazioni

Competitive salary for the role

Bonus and Incentive plan

Concentrix University and LinkedIn Learning access

   

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.

Location:

ITA Lecce - Viale Risorgimento

Language Requirements:

Time Type:

Full time

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