Team Leader, Operations, WFH, English, Italian, French, Turkish
Description:
- 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
- Working on weekends and late shifts
Requirements:
- Associate's degree in related field with at least two years of relevant experience preferred
- Experience in online chat support
- Highly motivated individual with skills to develop and coach team members to achieve performance expectations
- Work well under pressure and follow through on items to completion
- Strong communication skills, both written and verbal
- 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
- English B2 and Italian C1 or French C1 or Turkish C1
Benefits: Apply Job!