Transcom

Is it time for the next step in your career? Are you ready to take on a challenging and rewarding leadership role where you'll directly impact team performance, development, and motivation? Do you excel at coaching, data analysis, and driving accountability to meet ambitious goals? If you're looking for a chance to become a key back-up to the Business Manager, this is your opportunity!

Role is open for candidates from Serbia, Croatia and North Macedonia.

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?

• Work contract
• Attractive salary
• Performance bonuses
• Working in first shift
• Personal and professional development and career opportunities
• Supportive and friendly team
• Opportunity to be creative and explore different strategies
• Access to internal learning and wellness platforms

What are we looking for?

• Knowledge of the Client Organisation product is an advantage.
• Previous experience on a TL role within Transcom, at least 1 year.
• High proficiency in  English language is mandatory
• Knowledge of German, Spanish, Italian, or French is highly advantageous
• Specific training and/or work experience in team management, commercial strategies, and sales techniques is an advantage. 
• You should have an intermediate level of proficiency in the Office package (Word/Excel/PowerPoint) and Google Apps. 
• An advanced level in E-mail Communication is also required.

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.