Job Title:

Team Leader

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.

 

Role and key responsibilities:

 

Manages contributors and/or supervisors at country or sub-region level, with accountability for results and staff supervision.

Plans, monitors, and directs operational/technical team activities to achieve business and operation’s targets.

Enforces established policies in managing resolution of both common SLAs and complex Business/technical issues.

Acts as an escalation point for customer issues/challenges.

Establishes relationships with customers and their functional management Provides guidance on process improvements and recommends changes in alignment with business tactics and strategy for area of responsibility.

Plans, directs, and monitors operational/technical activities of staff.

Coaches and supports development of Front-Line Engineers and drives team performance.

Provide analysis on metrics and drive improvement plan

 

Key skills and knowledge:

Bachelor’s degree from a reputed University with 2 to 3years of TL experience

Proficiency in using ServiceNow or similar IT service management tools.

Should be comfortable working in Flexible Shift Timing

Comprehensive knowledge of all PCs / Printers

Excellent troubleshooting and problem-solving skills.

Solid understanding of computer hardware, software, and networking concepts. Ability to effectively communicate technical information to non-technical users.

Proficiency in using ServiceNow or similar IT service management tools.

Strong understanding of Active Directory, including user and group management

Should have analytical skills with basics in Excel to analyze and identify areas of technical and skill competency improvement.

High Levels of demonstration of Interpersonal & communication skills and stakeholder management skills ITIL certification would be added advantage

 

 

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 - Amar Tech Centre S No.30/4A 1

Language Requirements:

Time Type:

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