Team Leader Customer Service (TELCO industry)

Team Leader Customer Service (TELCO industry) Apply Now Job Title: Team Leader Customer Service (TELCO industry) Job 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 coaching, motivation, and accountability. Concentrix is recruiting an experienced Team Leader in our office in Lecce, We are looking for a Gamechanger, ready to manage a team of customer service associates, with experience in customer service operations, enthusiastic to start a new career in the Concentrix world! Essential Functions/Core Responsibilities Supervise daily activities of call center associates, including work and attendance monitoring, in accordance with organizational policies and legal requirements. Coach team members regularly to ensure performance metrics are met weekly. Identify performance issues, develop improvement plans, and implement corrective actions, including termination if necessary. Ensure customer service meets contractual KPIs and financial expectations. Communicate expectations clearly and provide timely updates to the team. Handle escalated customer calls as needed, providing subject matter expertise. Conduct team meetings for communication and feedback, and organize team activities. Stay updated on internal processes, policies, and attend management training. Promote Concentrix values through behavior and attitude, advocating for team members. Candidate Profile At least one year of relevant experience as a Team Manager in Customer Service. Motivated individual skilled in coaching and developing team members to meet performance goals. Prepared to work in a corporate environment. Strong communication skills; proficiency in English is a plus. Ability to lead in multi-tasking, prioritization, and meeting deadlines. Ability to mentor, coach, and direct team members. Willing to work a flexible schedule, including Monday to Sunday from 8 AM to 10 PM. What we offer: Permanent role under CCNL Telecomunicazioni. Competitive salary. Bonus and incentive plans. Access to Concentrix University and LinkedIn Learning. Career Level Description Receives assignments in task-oriented terms, supervises subordinates to set priorities, and completes assignments. Coordinates daily activities of business or technical support teams, handling single or medium-sized lines of business. Guided by policies and business plans, with oversight from a manager. Drives team to achieve metrics and goals through coaching and feedback. Typically spends less than 20% of time performing supervised work and handles escalated issues. Supervises non-exempt employees performing related tasks. Location: ITA Lecce - Viale Risorgimento Language Requirements: English (Required) Time Type: Full time Note: If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents. Apply Now J-18808-Ljbffr

Location: puglia, IT

Posted Date: 5/12/2025