Team Leader - Croatian

Short company description

Concentrix is a leading business services company. We focus on customer engagement and improving business outcomes for over 450 global clients across six continents.

Requirements

12 months’ team leading experience in a contact centre environment, where motivating and coaching staff was a significant feature of the role.
A further 12 months’ experience of customer services.
Coaching and mentoring skills, aware of principles, practices and limitations and able to use and train others in their appropriate use.
A proven track record of leading teams to meet or exceed targets and KPIs.
Ideally you will be educated to A Level standard, baccalaureate or university entrance standard. Applications from graduates would be particularly welcome.
Business level English and Croatian
Able to work a fully flexible 24/7 pattern, including nights, weekends and public holidays.
Confident PC/phone user.
Able to quickly develop rapport with customers and emergency services over the phone.
A drive for excellent customer service.
The sensitivity and professionalism to effectively manage pressurised situations.

Responsibilities

Manage, develop and motivate a team of 10-15 advisors to provide a quality advisory and emergency service to OnStar subscribers
Lead and develop team members in way that creates an engaged and values driven environment for our staff.
To lead and support team members in terms of process and product knowledge and efficiency and escalate areas of inefficiency and improvement to the Team Manager.
To deliver and meet individual and company quality standard by driving performance through training, feedback and coaching.
Listen to calls and score according to agreed metrics and use as the basis for feedback to team members for both reward and development
Provide verbal/written feedback on performance through the performance appraisal system.
Provide 1-2-1 support to team members engaged with emergency calls and be willing and able to take control if required.
Manage the case management process for resolving operational issues.

Other info

Benefits:



Bright, new, modern staff facilities with a fun, dynamic and challenging work environment.
Relocation support (for applicants 50km+ outside Bucharest).
Team building activities, networking & professional development opportunities
Medical plan
Meal vouchers: 15 RON/working day
Language classes: opportunity to develop another language
Our brand-new office in Bucharest is our latest in Europe, located in the dynamic Floreasca area, just a few minutes from the metro and Promenada Mall.

Bucharest is a cosmopolitan city of contrasts, a mix of old and new, with some beautiful and unique architecture and a lively nightlife scene. There are plenty of parks and green spaces along with an abundance of hip coffee shops and restaurants.