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A technology-enabled global business services company Concentrix specializing in customer engagement and improving business performance for some of the world’s best brands is in search of a Team Leader Social Media.
About the job
As Team Leader Social Media (m/f/d) you are leading a team of Customer Associates who deliver excellent Customer Services for our client, a global Player in Social Media. This position requires fluent Russian and English skills. You will be responsible for the day-to-day supervision of your team and to ensure that performance metrics are achieved by providing adequate coaching, motivation and accountability.
Your Tasks
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
Your Profile
Previous and demonstrable experience in leading a team previously
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 in Russian and English
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
Your Benefits
An international working environment and responsible tasks with a high degree of creative freedom
A company pension plan and corporate benefits of up to 25% in many online shops
The development opportunities, diversity and security of a world-leading company combined with dynamic start-up flair — to try out the latest trends directly.
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