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Team Leader
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German speaking Team Leader (m,f) for BPO
Mandatory
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DESCRIPTION
Start: asap
Tasks:
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.
REQUIREMENTS
Proven experience of six months of experience in a similar position.
Knowledge of German (level C1) and English (level B2) is essential.
Willingness to work from the client´s office in Katowice according to the German calendar.
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
Technical knowledge will be an advantage.
OFFER
• Stationary in the center of Katowice
Hours: 40h/ week, 8:00-18:30; Pon-Pt (German calendar)
Salary: 8500 – 9000 PLN Monthly
Bonus: 500 PLN Monthly
• Support with relocation.
SKILLS
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