Team Leader – Customer Service

About the role

Concentrix is seeking a Team Leader to supervise customer service advisors at its Dakar site. You will ensure smooth operations, drive performance, and support continuous improvement in a dynamic, customer‑focused environment.

Key responsibilities

• Manage resource availability, anticipate absences and monitor punctuality.
• Maintain production tools, report malfunctions promptly.
• Analyze daily, weekly and monthly performance indicators and prepare monthly performance reviews.
• Define and implement monthly coaching strategies, evaluate impact of action plans.
• Stay updated through training and participate in operational activities such as calls and listening sessions.
• Ensure compliance with quality standards (ISO, NF345, LRS) and propose process improvements.
• Alert relevant teams during production incidents and ensure responsive follow‑up.

Required profile

• Strong adaptability and stress‑management abilities.
• Effective time‑prioritization and management skills.
• Result‑oriented mindset with a passion for performance.
• Fluent in French (C1) and English (minimum B2) – written and verbal.

Required skills

• Proficiency in Microsoft Excel.
• Proficiency in Microsoft Word.
• Proficiency in Microsoft PowerPoint.

What we offer

• Fixed and variable remuneration based on results.
• Company health insurance scheme and performance bonuses.
• Initial and ongoing training.
• Work environment promoting quality of life and career development opportunities.