Job Title:
Customer Service Team Leader - Italian and English Fluent
Job Description
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.
Hey! Are you a #Gamechanger? Do you speak Italian and English Fluently ? Do you have experience as a Team Manager/Team Leader/Supervisor in Customer Service/Call Center? Are you looking for a new environment to develop your skills? Are you enthusiastic for joining our amazing team in Tirana?
If yes, do not hesitate to apply!
We are looking for an enthusiastic Italian and English Team Leader for our Amazing team in Tirana-In office!
The Team Leader 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.
+++Please share your CV in English or Italian+++
Job Description
- Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
- Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners)
- Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices
- Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
- Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies
- Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable)
- Contribute to maintaining forms and legends documents
- Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals
Candidate Profile
- Highly motivated individual with skills to develop and coach team members to achieve performance expectations
- 1-5 years of experience preferred.
- Strong attention to detail.
- Self-starter, sense of urgency and works well under pressure.
- Demonstrated ability to multi-task and meet timelines o deliverables.
- Proficient in Microsoft Office.
- Strong communication skills, both written and verbal.
- Italian Fluent
- English Fluent
- Willing to work in flexible hours and days (rotative)
- Willing to work in Tirana
What we Offer:
- Amazing workplace and Team activities
- Wellness Program
- Concentrix University online Learning courses
Link: https://cnx.wd1.myworkdayjobs.com/external_global/job/ALB-Tirana---Rruga-Dervish-Hima-Stadiumi-Air-Albania/Team-Leader_R1545741
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.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected vete
Location:
ALB Tirana - Rruga Dervish Hima, Stadiumi Air Albania
Language Requirements:
English (Required), Italian (Required)
Time Type:
Full time2025-01-31
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