Job Title:
Team Leader, Operations
Job Description
The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.
Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.
Essential Functions/Core Responsibilities
Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
Communicate expectations to employees and provide timely updates
Provide subject matter expertise in handling escalated customer calls as needed
Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
Stay current on internal work processes, policies and procedures. Attend required manager development training
Promote the Concentrix values through both behavior and attitude, including being an advocate for team members
Candidate Profile
Associate's degree in related field with two to four years of relevant experience preferred
Highly motivated individual with skills to develop and coach team members to achieve performance expectations
Work well under pressure and follow through on items to completion
Strong communication skills, both written and verbal
Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
Ability to mentor, coach and provide direction to a team of employees
Willingness to work a flexible schedule
Qualification:
Graduate
Disclaimer:-
'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.
Location:
IND Pune - RMZ 1st Floor (Sublease to CIND)
Language Requirements:
Time Type:
Full time
