Job Description

Job Title:

Team Leader with SpanishThe Team Leader is responsible for overseeing a team of customer support associates handling e-commerce and technical support inquiries, ensuring high-quality service delivery, performance against KPIs, and continuous team development.

Key Responsibilities

Operational Management

• Supervise the daily activities of a team of customer support associates (e-commerce & technical support)

• Monitor attendance, productivity, and quality in line with company policies and legal requirements

• Ensure performance targets (KPIs, SLAs, customer satisfaction) are consistently met

• Handle escalated customer issues and provide subject matter expertise

Team Leadership & Development

• Coach and mentor team members regularly (minimum weekly 1:1 sessions)

• Identify performance gaps and implement improvement plans

• Develop team capability through continuous feedback and coaching

• Foster a positive team environment aligned with company values

Performance & Delivery

• Ensure team meets operational timelines and deliverables

• Support prioritization and multi-tasking across workloads

• Drive continuous improvement initiatives within the team

Communication & Collaboration

• Communicate expectations, updates, and performance feedback clearly

• Organize and lead team meetings and engagement activities

• Collaborate with internal stakeholders (QA, Training, Operations)

Candidate Profile

Essential

• 1–4 years of relevant experience as a Team Leader in BPO/SSC environment

• Spanish – C1 level (mandatory)

• English – C1 level (mandatory)

• Strong leadership skills: ability to coach, mentor, and guide a team

• Ability to manage priorities, multitask, and meet deadlines

• Excellent communication skills (written & verbal)

• Ability to work under pressure and deliver results

• Technical certification (mandatory) – to be obtained/presented within max. 20 days from start date

• Highly motivated, with a strong focus on team development and performance

Desirable

• Associate’s degree (or equivalent) in a related field

• Experience in e-commerce and/or technical support environments

• Experience with performance metrics (KPIs, CSAT, SLA management)

Career Level Description

• Supervises a team of non-exempt employees handling customer support activities

• Coordinates daily operations for a medium-sized line of business

• Makes decisions guided by policies, procedures, and business objectives

• Drives performance through coaching, mentoring, and regular feedback

• Typically spends less than 20% of time on operational tasks

• Responsible for handling escalations and ensuring delivery standards

Key Competencies

• Leadership & team development

• Performance management

• Customer focus & problem-solving

• Communication & stakeholder management

• Adaptability in fast-paced environments

Career growth and personal development

We’ll give you all the training, cutting-edge technologies, and the continuing support you’ll need to succeed. At Concentrix, there’s a real career and personal growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you’ve always envisioned

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunityemployer

We're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws.

Location:

ROU Bucharest - 63-69 Dr. Iacob Felix Street

Language Requirements:

English, Spanish

Time Type:

Full time