Team Leader

Job Title: Team Leader

Job Description

Join a team dedicated to customer relationship excellence!

Who Are We?

Concentrix is a global company present in over 70 countries. Specialists in improving customer experience and optimizing business processes, we help businesses transform and achieve excellence in an inclusive, collaborative, and innovative environment.

For our site based in Dakar, we are recruiting a supervisor to support our customer service advisors responsible for the client relationship and satisfaction.

Your Mission as a Supervisor:

Resource and Production Management:

• Ensure the availability of employees by anticipating absences and monitoring lateness.
• Guarantee the proper functioning of production tools and promptly report any malfunctions.

Performance Monitoring and Analysis:

• Analyze team performance indicators (daily, weekly, and monthly): productivity, quality, quizzes, checks, etc.
• Prepare and participate in the monthly performance review (LIFT), identifying collective and individual improvement points.

Implementation and Monitoring of Improvement Actions:

• Define a monthly coaching strategy, prioritizing actions to be taken (hours, objectives, support).
• Implement this strategy in collaboration with coaching advisors.
• Evaluate the impact of action plans, coaching methods, and training on operational results.

Support and Skill Development:

• Keep your professional expertise updated through continuous training and participating in operational activities (calls, listens).

Quality and Continuous Improvement:

• Ensure compliance with current quality standards (ISO, NF345, LRS).
• Identify and propose areas for improvement to optimize production.

Incident Management and Reporting:

• Alert relevant teams in case of a production incident while ensuring responsive follow-up.

What we offer you

At Concentrix, we value your talents and reward your commitment. Here's what we offer:

Compensation and benefits:

• Fixed and variable remuneration according to your results.
• A company health insurance scheme and attractive performance bonuses.

Optimal working conditions:

• Initial and ongoing training.
• A work environment that promotes quality of life at work.
• Career development opportunities.

The Profile We Are Looking For:

• Strong adaptability and stress management skills.
• Effective time prioritization and management.
• Proficiency in Excel, Word and PowerPoint.
• A marked taste for performance and results.
• Ability to give meaning to actions and unite the team around common goals.
• French and English fluency written and verbal: level C1 in French and a minimum of level B2 in English

Our Recruitment Process:

• Phone Prequalification (15 minutes): An initial discussion with a recruitment team member to validate the position's prerequisites.
• In-Person:
• Management Test (45 minutes): Assessment of your language skills.
• Individual Interview (45 minutes): An in-depth discussion with a recruitment team member to validate your skills and align your ambitions with our culture.

Ready to take on this challenge? Join the Concentrix adventure, where innovation and customer satisfaction meet!

Location:

SEN Ngor Dakar - Pointe des Almadies En face King Fahd Palace TF N°284/NGA

Language Requirements: English, French

Time Type: Full time