Team Leader– On-site, Iași

Job description
In this dynamic role, you'll be the leader of our new and enthusiastic team. 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 Leder (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:

Own and monitor the performance and calibration on team members 
Do frequent 1:1s with team members to solicit feedback on process inefficiencies or team related issues 
Deliver performance reviews to team members 
Own and create performance improvement plans 
Communicate vision and strategic vision changes 
Track case handling and time management 
Review and improve case handling flow 
Create, implement, and follow up on individual, team, and site wide action plans and communicate the initiatives and results with our client 
Identify and implement initiatives to drive customer satisfaction, increase case quality, increase efficiency, and boost team productivity - and share the initiatives and results with our client 
Manage the performance and career development of the support team 
Manage responsive relationship with our client to build productive, retention-oriented team culture 
Report weekly according to the KPI performance code calls  
Own, prepare content, and present reporting for WBR/MBR/QBR 


Handle all agent scheduling 

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

Are proficient or bilingual in English
Have at least 1 year experience in a similar position (BPO preferred)
Are open-minded and eager to learn new things

 
It will be a plus if you have:
 

BPO experience in Fintech

                                              
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
Performance bonus
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.