Chef De Projet Bilingue

Concentrix

Abidjan, CIV
Supervision of call center associates
Performance metrics achievement
Customer service kpi management
The Sr Team Leader is responsible for the day-to-day supervision of a group of call center associates and serves as a mentor and coach to a group of Team Leaders

Job Summary

  • The Sr Team Leader is responsible for the day-to-day supervision of a group of call center associates and serves as a mentor and coach to a group of Team Leaders.
  • This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability of both associates and team leaders.
  • Manage team metrics and retention goals and participate in discussions about reasons for attrition and root cause.

Matching Summary

The Sr Team Leader is responsible for the day-to-day supervision of a group of call center associates and serves as a mentor and coach to a group of Team Leaders.

Skills & Requirements

Must-have

  • supervision of call center associates
  • performance metrics achievement
  • customer service KPI management
  • handling escalated customer calls
  • team retention goals

Nice-to-have

  • professional development and growth
  • promote teamwork and cooperation
  • advocate for team members
  • flexible schedule willingness

Key Requirements

  • Associate's degree with 4-6 years experience
  • 1 year Progressive Management Experience
  • Bilingual English and French required

Work Rights

Not specified

Tailored Resume

Cover Letter