Description
Concentrix is a global leader in customer experience solutions and technology. We specialize in creating engaging customer experiences and driving digital transformation for some of the world’s best brands. Our diverse and talented team operates across multiple countries, helping clients enhance customer loyalty and grow their businesses.
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.
- 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
- Experience as Team Leader is required.
- Experience within BPO environment will be considered an advantage.
- Fluency in both English (B2 and above) and Swedish (C2)
- 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 deliverables.
- Ability to mentor, coach and provide direction to a team of employees.
- Willingness to work a flexible schedule 5 days weekly on rotation Monday-Sunday between 7am-8:30pm from our office in Warsaw.
What we offer:
- Competitive salary
- Relocation Support
- Comprehensive training programs.
- Health and wellness benefits, including medical insurance with Luxmed
- Flexible work schedules
- Career growth opportunities within a global organization.
- An inclusive culture that values diversity.
Join Concentrix in Poland and be part of a dynamic team that values innovation, collaboration, and excellence.
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.
