Job Title:

Team Leader With German - Lisbon

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.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 (External Only)6 months to four years of relevant experience preferred (Team Leader in BPO/Contact Centre)

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

Language(s): German (C1 Spoken and Written) / English B2 ( Spoken and Written)Work Model: WFO - Lisbon Expo

Willingness to work a flexible schedule

Candidate Profile (Internal Only)Your current job tenure: at least 6 months in ConcentrixYour exemplarity: no sanctions in the last 6 months AND 80% of project performance objectives (KPI 1 + KPI 2) during the last 3 monthsLanguage(s): German (C1 Spoken and Written) / English B2 ( Spoken and Written)Work Model: WFO - Lisbon Expo

Career Level Description 

Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments.  Coordinates and supervises the daily activities of business or technical support or production team members.  In charge of handling single and medium-sized line of business.  Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager.  Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback. Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues.  Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.

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 veteran status, disability status or any other legally protected characteristic.

Location:

PRT Lisbon - Av. Mediterraneo, N°1

Language Requirements:

German (Required)

Time Type:

Full time

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