Transcom Worldwide is one of the leading global customer experience companies, supplying local and global clients in multiple markets. With our global footprint and forward-leaning customer experience solutions, we serve our clients via different channels like voice, chat, social media, etc.

An exciting opportunity with this dynamic and fast-growing business awaits the right candidate in the role of Team Leader.

Join our Transcom Family as a Team Leader.

Job Description:

• 
  Promote open communication, cooperation/teamwork.
• Create a friendly work environment and promote the initiative with open atmosphere.
• Be aware of calls that exceed the "long call" threshold and take action to resolve those calls.
• Monitor CMS real-time data to ensure agents are adhering to their schedule, minimizing ACW, etc.
• Monitor staffing levels. Each day, review open cases and news in Transcom and or Clients system for each
  agent\team assigned to you and ensure agents resolve any open cases appropriately.
• Assist BM/TL SR with the maintenance of performance records.
• Daily follow up on WFM, GR, regular track in payroll system and other applications, databases and
  documentation corresponding to his/her area of responsibility.
• Motivate, coach and develop CSRs on an individual basis.
• Set a performance target for each CSR and perform regular quality monitoring reviews with them.
• Determine individual tasks for CSR and "skill levels".
• Monitor the performance of tasks and operational objectives established for CSRs and the entire team.

What we are looking for:

Professional qualifications/Specific knowledge:

• Minimum studies: University diploma or Bachelor Degree.
• Minimum 1 year work experience in the same role.
• Minimum 2 years in BPO.
• French: B2/C1
  
• English : B2/C1