Team Leader

1 month ago

București, Romania WEBHELP Full time

Job description
In this dynamic role, you'll be the Team Leader on our new and enthusiastic project. This position is onsite in our beautifully renovated facility and provides service support and resolution of routine problems regarding client's products and/or services.

Reimagine your career
Are you looking for a career change with a forward-thinking global organization? Come be part of our award-winning company driven by our people from 70+ countries where ALL members contribute and support each other's success and well-being, proudly united as our "game-changers." We're recognized with awards like "World's Best Workplaces," "Best Companies for Career Growth, and "Best Company Culture," year after year.

We're on the lookout for a Team Leader (on-site) to join our team of game-changers who engage with customers from top brands, that could be from tech, finance, travel, fashion, healthcare, or another leading-edge industry.

Career growth and personal development
We'll give you all the training, cutting-edge technologies, and the continuing support you'll need to succeed. At Concentrix + Webhelp, there's real career and personal growth potential. In fact, about 80% of our managers and leaders have been promoted from within That's why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you've always envisioned.

What you will do in this role
As a Team Leader on our team, you will:

Follow the workflow assigned by the Manager.
Consistently achieve benchmarks in productivity and quality.
Learn and gain expertise to enforce community standards & products policies of the given process.
Have thorough knowledge of the existing trends on the Internet.
Identify new user trends/behavior.
Provide proactive inputs/ideas to improve social media policies & guidelines.
Gather, analyze, utilize relevant data and escalation trends to bring in changes to overall escalation processes and provide recommendations for process, policy, and product improvements.
Do Client Management, Service Delivery & People Management
Good knowledge about the functionality of Google Tools like: Slides, Spreadsheet, Word, SQL/PLX Dashboards, Google Analytical tools
Manage a team of 20 to 25 Ops resources.
Understand the complete process and its SLA, KPI, AHT, Capacity calculation.
Ensure complete participation and contribution in organization/process level initiatives (Absenteeism, Attrition control) that may be implemented from time to time to improve efficiency.
Ensure that the internal/external targets are met, and the team shows continuous improvement month on month.
Be accountable for the performance of the team.
Communicate effectively with the client to resolve issues and disseminate updates on the floor.
Do effective performance planning for self and team; time management and skill to self-organize.
Achieve stretch targets and take decisions as well as manage complex/ difficult employee situations.
Handle escalations for the team.
Be the single point of contact for all non-ops departments and identify, evaluate & coordinate operational, Admin, IT and HR issues.
Ensure timely closure of all processes and other requirements for self and team.
Lead all available resources to deliver a quality service to customers in line with agreed service standards.
Lead quality and process improvement initiatives.
Ensure feedback for the process/Continuous Process improvement.
Manage team performance & expectations.
Evaluate operational practices and procedures.
Participate in client and calibration calls.



Your qualifications
Concentrix + Webhelp is a great match if you:

Are proficient or bilingual in English.
Have 4-5 years content moderation experience.
Good communication skills and have good hands-on MS Office products.
Have knowledge of client relationship management, people management, service delivery
Have good knowledge of identifying intent.
Can work in a team environment.
Have excellent navigational and multi-tasking skills on the computer.
Can handle queries/troubleshooting on assigned reviews within service level agreement.
Have analytical and logical thinking.
Can give feedback & do coaching.
Have a board understanding of social media products and services.
Have know-how of current affairs globally.
Have the zeal to keep internet products clean from abuse.
Have good knowledge about the social media community guidelines & current affairs.
Have flexibility to work in 24*7 shift.



If you feel you don't check every box, we encourage you to apply anyway. We'll do our best to match you with the right job, whether it's this or another role.

What's in it for you
In this role, we offer benefits that help you support your unique lifestyle:

Full-time indefinite contract
The option to choose from a board range of flexible benefits through MY Benefit Platform
Medical Subscription
Bring-a-friend (referral) bonus opportunities
Full paid training on the company and the project you'll be working on
Career development programs, specialized courses, and language classes


Reimagine the best version of you
If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why overgame-changers around the globe call Concentrix + Webhelp their "employer of choice."

Concentrix + Webhelp is an equal opportunity employer
We're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws.

Eligibility to work
In accordance with Romania's law, only applicants who are legally authorized to work in Romania will be considered for this position.

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