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 per organization policy and applicable legal requirements
• Effectively coach direct reports on their performance regularly 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 that the service delivered to our customers meets contractual Key Performance Indicators (‘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 the 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 the required manager development training
• Promote the Concentrix values through both behavior and attitude, including being an advocate for team members

Candidate Profile

• Experience as a Supervisor/ Team Leader is required
• Fluency in English (B2 and above) & Serbian (C2 level)
• 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 deliverables
• Ability to mentor, coach, and provide direction to a team of employees
• Willingness to work a flexible schedule, Monday-Sunday on-site from our office in Sofia

What we offer:

• Competitive salary
• Relocation support from the EU to Bulgaria
• Initial and ongoing training to support your development
• Opportunities for personal and professional growth
• Rewards and recognition programs
• Employee Referral Program
• Health Insurance
• Multisport Card
• Monthly Transportation Allowance
• Corporate Discounts
• Excellent office location in one of the top Business Buildings in Sofia

Relocation package:

• Hotel Accommodation for 14 nights
• Advance Payment upon request
• Travel Reimbursement

Career Level Description Receives assignments in task-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 lines of business. Decisions are guided by policies, procedures, and a business plan; receives guidance and oversight from the manager. Drives direct reports to achieve set metrics and business goals through 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.