śląskie / Katowice
Customer Service Team Leader with English and Polish (automotive)
wczoraj
Customer Service Team Leader with English and Polish (automotive)
Miejsce pracy: Katowice
Job description:
- 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:
- Some leadership experience within a contact centre setting.
- Polish C2 and fluent English 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.
- 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, including late, night shifts and weekends.
We offer:
- Work in a modern office located in the heart of Katowice.
- Private medical care, group insurance program, sports and leisure program.
- Social activities, events and celebrations.
- Embrace an international and diverse work environment that broadens your horizons.
- Benefit from our investment in your growth through coaching and mentoring, enhancing your skills and potential.