Job Title: Team Lead Job Description At **Concentrix** we offer revenue generation services under the **B2B Sales Services** business with a global footprint, accelerating B2B digital marketing sales and customer success transformation for the world’s best brands. With end-to-end capabilities across **Strategy + Talent + Technology** , we’re helping clients scale faster, work smarter, and reliably grow their revenue through data-powered insights and proven methodologies. We embrace a high-performance culture that promotes growth, success, and opportunity for our employees, clients, and partners. **Join us!** **What you'll be doing:** + Directs team activity to achieve performance measures relating to customer satisfaction and process efficiency + Monitors and gives feedback regarding staff and team performance to ensure that established quality, productivity and customer service standards are met; + Maintains reports and tracking sheets for provided feedback and action plans with his/her team; + Resolves all customer issues that are escalated from the Customer Service staff; + Provides prompt and effective customer service; + Assists in the development and execution of customer service level agreements; + Promotes, within the team, first call resolution using available systems and resources; + Provides guidance to team members on how to handle customer objection appropriately and use of specific counter objections for the sales closing; + Investigates the cause and determines options for appropriate resolution and communicates with the team regarding actions; + Follows-up with customers as required to ensure customer satisfaction with resolution; + Maintains appropriate documentation and records of customer issues, concerns, actions taken for resolution, and communicates and shares information and resolutions with team members; + Advises team members of the applicable marketing activities, promotional items, how to promote special supplemental sales on relevant cases to achieve specific project goals;​ + **This is a Remote position, M/F 18:00PM - 03:00 AM.** **What we're looking for:** + Strong coaching skills, with the ability to mentor and empower team members to enhance performance and professional growth; + Excellent communication, presentation and negotiation skills; + Excellent organizational and analytical skills; + Strong customer driven focus; + Ability to motivate a group of people to work effectively together; + Aptitude for understanding and solving problems, timely decision-making and conflict management skills; + Ability to deal effectively in high pressure with a large degree of autonomy; + Ability to work against deadlines whilst maintaining quality of work and effective work relationship with team and clients; **Our perks:** + Monthly transportation/internet allowance; + Bonus for important life events (marriage, birth or adoption of a child, university graduation); + Additional health and dental care plan (fully covered by the employer); + Life insurance; + Voluntary Sport Card (Multisport). Please send us your CV in English. Only short-listed applicants will be contacted. All applications will be treated as strictly confidential Help us G.R.O.W. Join us! \#LI-DNI Location: BGR Sofia - Advance Business Center Language Requirements: English (Required) Time Type: Full time **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**