General Information

Location
Belgrade
Job ID
11561
Job Category
Operations
Language Requirement
English

Description & requirements

Description
As a Senior Team Leader in this team, you won't just be hitting targets - you will be the strategic architect behind our Team Leaders' success. We are looking for someone who can bridge the gap between daily operations and long-term business growth. If you excel at transforming complex data into actionable strategies and thrive in a role where you serve as the primary partner to the Business Manager, this could be your next career milestone.


Join us as a Senior Team Leader!
Your main responsibilities would be:
  • Team Leadership and Development - Promoting open communication, maintaining a high level of motivation by adapting your leadership style, and ensuring high employee satisfaction and attendance. You'll coach and train new Team Leaders (TLs) to hit individual and department goals.
  • Performance Management and Accountability - Holding TLs accountable for performance expectations through monthly, quarterly, and annual reviews. You'll monitor and follow up on the coaching of the agents.
  • Data Analysis and Reporting - Maintaining daily, weekly, and monthly operation reports, analyzing data (AHT, quality, etc.), and identifying performance trends. You'll review Performance and Quality reports.
  • Operational Control and Compliance - Monitoring Customer Service Representative (CSR) and TL compliance with processes and Customer Expectations. This includes conducting daily checks of WFM and other applications and documentation. You'll also provide precise information for generating earnings and growth forecasts.
  • HR and Administrative Support - You may be authorized to order and approve holidays, and job requisitions in the absence of the Business Manager (BM). You will also be the general backup to the BM.

What’s in it for YOU?
  • Performance bonuses
  • Private health insurance
  • Permanent contract
  • Personal and professional development and career opportunities
  • Hybrid model of work
  • Supportive and friendly team
  • Discount to our client's services
  • Opportunity to be creative and explore different strategies
  • Access to internal learning and wellness platforms


What are we looking for?
  • Previous leadership experience, at least as a TL or QA role, is mandatory
  • High proficiency in English language is mandatory
  • Specific training and/or work experience in team management, commercial strategies, and sales techniques is an advantage.
  • An intermediate level of proficiency in the Office package (Word/Excel/PowerPoint) and Google Apps
  • Conflict management skills and proactivity

What life at Transcom is like!
At Transcom, we’re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.