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
Team Leader experience is required
At least 1 year experience as Team Leader is preferred
Technical Experience is required
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
Fluency in both German (C1) and English (B2 and above)
Willingness to work Monday-Friday on site from our office
Equal opportunities for all, regardless of age, gender, and other factors. Everyone is held to the same standards of knowledge,
Embrace an international and diverse work environment that broadens your horizons,
Benefit from our investment in your growth through coaching and mentoring, enhancing your skills and potential,
Team-building events to foster a collaborative work environment,
