Customer Service and Support
Location: Apulia, Italy
Job Title: Team Leader Operation
Job DescriptionThe 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.
Concentrix 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 ResponsibilitiesResponsible 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 ProfileAt 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.
Premio and Incentive plan.
Concentrix University and LinkedIn Learning access.
DisclaimerThe 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
Time Type: Full time
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