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.

Description

We are looking for an enthusiastic Team Leader for one of our clients. Join our team of #GameChangers in Athens and bring out your communication skills in German.

Why join us

Are you passionate about delivering a unique customer experience and have a natural drive to help people? Then join our fun-loving, multicultural team of #GameChangers at Concentrix Greece and use your communication skills in German.

What we offer:

• Indefinite contract

• Competitive remuneration package (14 Salaries/year)

• Achievable monthly performance bonus

• Daily meal voucher in Up Hellas Mastercard

• Private health insurance + Dental Care

• Opportunities for international Career through Concentrix International Mobility program

• Employee events

• Free gym, well-being activities, and a rooftop cinema with Acropolis views

What you’ll be doing:

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.

• This is a client-facing role, maintaining close communication to ensure alignment on deliverables and expectations.

• Regularly present results and progress to clients, ensuring transparency and ongoing collaboration.

• 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

• Team Leader experience is required.

• BPO or contact center experience is an advantage.

• Fintech experience would be considered an advantage.

• 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 a 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.

• German (C1) and English (B2) proficiency.