About the job

Intelcia is a global outsourcing company that has been supporting clients for 20 years by combining talents, technologies, and processes to offer tailor-made services and skills that meet international standards. With a presence in multiple regions worldwide and over 35,000 employees across 85 operational centers, Intelcia aims to be among the top 10 global outsourcing players by 2025.

About the Role:

A Team Leader will be responsible for leading a team of customer service representatives, driving their performance, coaching them, and encouraging their skills development.

Responsibilities:

Facilitate & assist the team through individual coaching sessions and team meetings.

Ensure daily monitoring of individual and team performance indicators to identify areas for improvement and implement the necessary action plans.

Ensuring compliance with the company's internal rules and regulations.

Ensure administrative supervision of the team (days off, lateness, absence).

Improve customer experience and ensure customer satisfaction.

Organize and plan the Team’s tasks.

Deal with conflicting calls.

Editing a report on the production of his team, if necessary.

Proactively alert on possible problems that may affect production.

Perform a minimum of 2 hours of call processing per month to maintain business expertise.

Implement priority support plans for low performers.

Qualifications:

Excellent command of the Turkish language, with excellent verbal and written skills.

Minimum of 1 year of experience as a Team Leader

Proficiency in using MS Office tools.

Excellent Communication & negotiation skills.

Customer-oriented mindset.

Ability to manage stress and conflicts.

Analytical and synthetic mind.

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