Team Leader, Operations

Ind Thane - 11th Floor G-Corp Tech Park Ghodbunder Roadlead

OtherTeam Leader

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Quick Summary

Key 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

Technical Tools

OtherTeam Leader

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.

Responsibilities

~1 min read

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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
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Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
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Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
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Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
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Communicate expectations to employees and provide timely updates
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Provide subject matter expertise in handling escalated customer calls as needed
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Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
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Stay current on internal work processes, policies and procedures. Attend required manager development training
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Promote the Concentrix values through both behavior and attitude, including being an advocate for team members

Associate's degree in related field with two to four years of relevant experience preferred

Candidate should be from a sales background.

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

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location:

IND Thane - 11th Floor G-Corp Tech Park Ghodbunder Road

Language Requirements:

Time Type:

Full time