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Team Leader
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Concentrix 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.
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 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
Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
Ability to mentor, coach and provide direction to a team of employees
English at least B2 Level
Willingness to work on a flexible schedule - Monday to Sunday from 8:00 to 22:00
Internal Applicants
At least 3 months of Experience as a Senior Agent or in another Staffing role (Quality, RTA, WFM...)
What we offer
Initially Fixed-term Role - CCNL Telecomunicazioni - with possibility of extension
Competitive salary for the role
Premio and Incentive Plan
Concentrix University and LinkedIn Learning access
Location ITA Pescara - Via Conte di Ruvo 74 Pescara
Employment type Full-time
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Job reference: R1652341
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