Team Lead with French and English

Life with us? It's more than just a paycheck. It's a fun-filled, future-building, community-connected, find-your-people lifestyle. We want everyone to have every opportunity to be the best version of themselves. And we offer everyone that opportunity.

Minimum requirements:

● Proeficiency in English and French

● Excellent, consistent quality scores and other performance metrics

● In-depth knowledge of performance metrics

● Proficient in Excel/Google Sheets

● Proficient in powerpoint/Google Presentations

● Familiar with internal procedures and tools knowledge

Tasks and Responsibilities:

● Own and monitor the performance and calibration on team members

● 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 technical 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

● Manage the performance and career development of the technical support team

Personal abilities:

● Excellent communication and leadership skills

● Organizational and time-management skills

● Decision-making skills

● Highly organized

● Ability to adapt to a fast paced, dynamic work environment

● Ability to motivate a team



We are seeking teams of bright and diverse individuals to work in a brand-new contact centre which offers a wide range of support to users throughout the World. Our teams are fully multilingual, and you will work within a truly international organization and team. Do you want to build a career within a new multinational fast-growing company in Romania? Are you interested in working for an innovative, technology driven company? If you say yes to these two questions, then we are waiting for your application!