Summary
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.
Description
We are looking for an enthusiastic Team Leader for one of our clients. Join our team of #GameChangers in Athens and bring out your communication skills in German.
Why join us
Are you passionate about delivering a unique customer experience and have a natural drive to help people? Then join our fun-loving, multicultural team of #GameChangers at Concentrix Greece and use your communication skills in German.
What we offer:
- Indefinite contract
- Competitive remuneration package (14 Salaries/year)
- Achievable monthly performance bonus
- Daily meal voucher in Up Hellas Mastercard
- Private health insurance + Dental Care
- Opportunities for international Career through Concentrix International Mobility program
- Employee events
- Free gym, well-being activities, and a rooftop cinema with Acropolis views
What you’ll be doing:
Essential Functions/Core 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.
- This is a client-facing role, maintaining close communication to ensure alignment on deliverables and expectations.
- Regularly present results and progress to clients, ensuring transparency and ongoing collaboration.
- 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 9 months experience within Concentrix or 6 months within the targeted role
- Fintech experience would be considered an advantage.
- 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 a team in multi-tasking, prioritization, and meeting timelines on deliverables.
- Ability to mentor, coach, and provide direction to a team of employees.
- Willingness to work a flexible schedule.
- German (C1) and English (B2) proficiency.
Work model: From the office
Location: Athens
Working hours: Monday-Saturday 9am-9pm on a rotational schedule
Ready to make a difference? Apply now and become a part of our dynamic team of #GameChangers in Athens, where your career meets adventure!
Disclaimer
The 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.
