Customer Service and Support

Job Title:
Team Leader - Customer Service - PragueJob Description
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.

Concentrix is looking for a Team Leader to join our Amazing Team in Prague!

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

• Requirements for the Team Leader The activity of the Team Leader requires:
• Responsibility for communication with Škoda Auto ČR
• Minimum of 3 years’ experience of leading a call centre team with customer care focus
• Experience as a call centre supervisor – can provide shadowing, coaching and training of operators
• Working with reporting and KPIs
• Czech language – a native speaker without speech impediments
• English language both written and verbal - C1 level
• Working with Microsoft Office products (Excel, Outlook, Word,)
• Knowledge of modern communication technologies - On-chat, Facebook, Whats App, mobile applications • Active driver

Disclaimer

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:
CZE Prague - Vyskocilova 1481/4 (9th floor)Language Requirements:
Time Type:
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