Job Title:

Job Description

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

• Proven experience as a Team Leader/Supervisor is required
• Experience within the BPO sector is required
• 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 in English (B2 level or above) and German (C1 level or above)
• 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
• Willingness to work a flexible schedule Monday-Sunday in hybrid model between 8am-11pm on rotational shifts

Why Choose Us?

• Stable Future: Secure your career with an indefinite contract and enjoy 14 salaries per year.
• Financial Growth: Competitive remuneration and monthly performance bonuses.
• Everyday Benefits: Daily meal vouchers with Up Hellas Mastercard.
• Health Coverage: Additional health package.
• Global Career Pathways: Opportunities for international career advancement.
• Vibrant Community: Participate in exciting employee events and enjoy our lively culture.
• Wellness Focus: Access a free gym and wellness activities, and unwind at our rooftop cinema with Acropolis views.

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