Job Title:
Team Leader - German Language - Tech and Sales
Job Description
The Team Leader, Operations is responsible for the day-to-day supervision of a group of contact center advisors. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.
Essential Functions/Core ResponsibilitiesĀ
- Responsible for the day-to-day supervision of a group of contact center advisors 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 achievedĀ 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 (āKPIsā) 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 ProfileĀ
- Experience in Team Leading as well as technical support and sales is preferable
- 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
- German C1, English B2
- Location - Vake Plaza, Tbilisi, Georgia (Onsite)
- Project working hours - Monday - Sunday 10AM to 01AM (Shift based)
Career Level DescriptionĀ
Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments.Ā Coordinates and supervises the daily activities of business or technical support or production team members.Ā In charge of handling single and medium-sized line of business.Ā Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager.Ā Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.
DisclaimerĀ Ā
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:
GEO Tbilisi - Vake Plaza 7th & 8th Flrs, 72a Ilia Chavchavadze Avenue, 7th & 8th Flrs
Language Requirements:
English (Required), German (Required)
Time Type:
Full time