Customer Service Team Leader with English and Polish (automotive)

Opis stanowiska podany przez pracodawcę:

• 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.

Wymagania stawiane pracownikowi:

• 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.

Firma oferuje:

• 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.

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