Job description

Job Title: Contact Center Web Inbound Team Leader (Day Shift) - Temporary
Temporary opportunity from Mid-August to end of December
Location: Tunis, Tunisia
Report to: Contact Center Supervisor

Primary responsibilities

• A team leader has the responsibility to motivate and inspire the team to surpass their potential as much as possible
• Responsible for the performance management of the team and that team members receive relevant and timely feedback on an on-going basis
• Organizing the workload for the team and ensuring that the right resources are available
• Manage the development of the team, providing training, coaching and support to meet the team targets
• Facilitation of communication cross functionally among the members of team and resolve issues as they arise
• Work towards meeting the departmental objectives, including sales targets, quality etc.
• Promote an enthusiastic and competitive atmosphere within the team, increasing motivations and results
• Ensure correct adherence to all internal policies and procedures at all times
• Conduct weekly team meetings
• Weekly reporting on teams performance and target management, ensuring that they meet and exceed the targets as outlined by senior management
• Continuously strive to deliver the highest quality of service to both internal team and external  customers

Growth & Career Opportunities

At Pens.com, we strongly believe in internal development and mobility. Manyof our team members grow within the organization through internal opportunities and promotions.

Requirements & Qualifications

• Inbound or Outbound sales experience inside NPL is required
• Previous experience and understanding of the Contact Centre required
• Excellent attendance record
• Previous experience in coaching, training and team leadership an advantage but not required
• Ability to operate well in a call center team environment as a leader
• Natural flair for coaching, motivating, and interacting with people.
• Knowledge of operating systems and tools
• Excellent administration skills with a high attention to detail
• High level of communication skills both Verbal & Written.
• Good organizational skills and ability to prioritize work.
• Ability to work to tight deadlines & multi-task effectively
• Fluent English level
• Another European Language is a plus

What we Offer
 At Pens.com, we are committed to supporting our employees both professionally and personally by offering:

• Transportation Support: Shuttle service for a stress-free commute
• Health Insurance: Comprehensive medical coverage to support your well-being
• Meal Vouchers: Daily meal support to make your workdays easier.
• Referral Bonus Program: Once an employee, get rewarded for referring talented people to join our team.
• Learning & Development: Access to continuous training, e-learning platforms, and development programs to help you grow your skills and advance your career.

Our values

At Pens.com, we are guided by a set of core values that define our culture and approach to hiring:

Customers-First: 

We are committed to delivering exceptional customer experiences, both internally and externally. By understanding and fulfilling customer needs, we create impactful solutions that leave a lasting impression.

Continuous Improvement: 

We believe in the power of growth and evolution. Through open communication and a culture of innovation, we continuously strive to enhance our business and adapt to changing landscapes.

Goal-Oriented: 

We set clear objectives, remain disciplined in execution, and hold ourselves accountable for achieving measurable goals. Our focus is on driving results and making meaningful progress.

Integrity: 

We prioritize ethics in everything we do, ensuring that our actions are grounded in integrity and responsibility towards our planet, products, and people.

People-Centric: 

We value and respect every member of our team, fostering an environment where diversity is celebrated, contributions are recognized, and growth is encouraged.

About Pens.com
Pens.com's personalized promotional products are created for and inspired by small businesses. With 56 years of experience and serving 22 countries worldwide, Pens.com offers MORE value, savings and time to customers through expert guidance on a broad range of personalized promotional products, including writing instruments, stationery, drinkware, bags, gifts, and trade show accessories. Pens.com operates via a network of more than 10 facilities acrossNorth America, Europe, Africa, and Asia.
To learn more,visit: www.PENS.com

Pens.com is a National Pen and Cimpress brand (Nasdaq: CMPR).

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