Job Title:

Team Leader, Operations

Job Description

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.

Role and key responsibilities:

Responsible for the day-to-day supervision of a group of call centre associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

Work and attendance monitoring in accordance with organization policy and applicable legal requirements

Regularly impart effective coaching to direct reports, ensuring consistent high performance delivery

Identify performance related issues, develop an action plan for improvement and  implement corrective action plans; 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 CNX values- “Walk the talk” and lead by example.

Key skills and knowledge:

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

Should have experience in a chat process

Good understanding of chat metrices such as AHT, staffing, production, occupancy, ASA, repeats

Should have understanding of absenteeism, attrition

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 oral and written communication skills

Ability to lead team members, multi-tasking, prioritization and meeting timelines of deliverables

Ability to mentor, coach and provide direction to team members

Willingness to work in a flexible schedule

Should have minimum one year of team handling experience as a Team Leader

Educational 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 Gurugram - Industrial Plot No. 243, 1st, 3rd, 4th, 5th & 7th Floors

Language Requirements:

Time Type:

Full time

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