Job Title:

Team Leader with French

Job Description

The Team Leader 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 

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 requirementsEffectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved  at a minimum weeklyIdentify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employmentEnsure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectationsCommunicate expectations to employees and provide timely updatesProvide subject matter expertise in handling escalated customer calls as neededConduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activitiesStay current on internal work processes, policies and procedures. Attend required manager development trainingPromote the Concentrix values through both behavior and attitude, including being an advocate for team members

  

Candidate Profile (External Only)

Minimum 1 year experience in a similar role (Team Leader/Supervisor)Preferred Customer Care or Health/ Medical experience/backgroundFrench Native/C2 + B2 EnglishHighly motivated individual with skills to develop and coach team members to achieve performance expectationsStrong communication skills, both written and verbalAbility to lead team in multi-tasking, prioritization, and meeting timelines on deliverableAbility to mentor, coach and provide direction to a team of employeesWillingness to work a flexible scheduleLocation: Porto's Office and 24/7 account 

Candidate Profile (Internal Only)

Your current job tenure: 6 Month in Concentrix Your exemplarity: no sanctions in the last 6 months AND 80% of project performance objectives during the last 3 months.Language(s):  French Native/C2 + B2 EnglishLocation: Office and 24/7 account 

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.

Location:

PRT Porto - Avenida Sidonio Pais Nº 93

Language Requirements:

English, French

Time Type:

Full time

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