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
Essential Functions/Core Responsibilities
- Lead with Impact: Oversee day-to-day activities of Italian-speaking advisors, ensuring they adhere to company policies and legal requirements.
- Performance Coach: Regularly coach your team to achieve and exceed performance metrics, providing constructive feedback and guidance.
- Resolve Challenges: Identify performance issues and develop effective improvement plans, including corrective actions when necessary.
- Meet Customer Expectations: Ensure our services meet the contractual KPIs and financial goals, maintaining high standards of customer satisfaction.
- Communication Champion: Keep your team updated on expectations and company news through regular meetings and open forums.
- Team Organizer: Plan and organize team activities and meetings, fostering a collaborative and communicative environment.
- Continuous Learner: Stay updated on internal processes and attend management training to further your development.
- Value Advocate: Lead by example, promoting Concentrix's values and being a dedicated advocate for your team.
Candidate Profile
- Educational Background: Associate's degree in related field and previous experience in a similar position.
- BPO Experience: Previous experience in the BPO/ Call Center sector is a must.
- Leadership Skills: You have the talent to motivate and coach team members to reach their goals.
- Resilience: Thrive under pressure and see tasks through to completion.
- Communication Pro: Strong verbal and written communication skills in Italian (C1/C2) and English (B2/C1).
- Multi-tasking Leader: Ability to lead a team in handling multiple priorities and meeting deadlines.
- Remote Work Ready: Comfortable and willing to work remotely on various shifts.
What We Offer
- Comprehensive benefits package, including access to MyBenefit system, private healthcare (Luxmed), and life insurance.
- Access to e-learning platforms.
- Employee Assistance Program (psychological, managerial, legal, and financial counselling).
- Free language classes.
- Interesting events, contests, lotteries, and much more.
- Stable full-time employment based on an employment contract.
