Overview
Job Title: Team Leader
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. Concentrix is recruiting an experienced Team Leader in our amazing office in Pescara.
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!
Please consider that only candidates with a CV updated and uploaded in the system will be considered for the role.
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
Qualifications
* 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 a 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
For Internal gamechangers Only:
* 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
* Bonus and Incentive Plan
* Concentrix University and LinkedIn Learning access
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.
Location: ITA Pescara - Via Conte di Ruvo 74 Pescara
Language Requirements
Time Type: Full time
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