Team Leader Operations - Call Center (ITA-ENG)

About the role

Concentrix Tirana is looking for a Team Leader, Operations to supervise a group of call center associates on a day-to-day basis. The role ensures performance metrics are met through coaching, motivation and accountability, and covers the English-Italian (ITA-ENG) language pair.

Key responsibilities

• Supervise call center associates, monitoring work and attendance in line with organizational policy and legal requirements
• Coach direct reports regularly so they meet performance metrics at a minimum weekly
• Identify performance issues, create improvement plans, implement corrective action and, where necessary, handle termination of employment
• Make sure customer service meets contractual KPIs and financial expectations
• Communicate expectations to employees and give timely updates
• Provide subject-matter expertise on escalated customer calls when needed
• Run team meetings, schedule and organize team activities, and stay current on internal processes and policies
• Attend required manager development training and promote Concentrix values

Required profile

• Experience in the role is preferred
• Ability to coach and mentor a team and drive them toward performance goals
• Works well under pressure and follows through on items
• Strong written and verbal communication skills
• Able to lead a team in multitasking, prioritization and meeting deadlines
• Willingness to work a flexible schedule
• English and Italian at C1 level