Job Title:

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.

Roles & Responsibilities

a. Provide support to the team by acting as the first line of escalation for customer related queries in order to provide exceptional customer service

b. Develop strong interpersonal relationships with the team, to cohesively bond them together with the Customer and integrate them with the vision and core values of the Customer

c. Drive continuous improvement for Transaction Quality and Delivery (Voice & Nonvoice)

d. Manage Call Quality & Client related KPI's

e. Evaluate effectiveness of TQ interventions

f. To embody the spirit of excellence through team building, able leadership and sound people management skills

g. Identify areas of concern and under performance and take corrective measures

h. Responsible for development of team members- team motivation, up-skilling- career development

i. Provide hands-on assistance, share information proactively and troubleshoot for the team in case of problems, both through direct intervention and mentoring

j. Single point of contact for the team and the senior management through effective communication on key deliverables

k. Ensure quality reporting and work with the Operation Manager to build a highly effective measurement and reward system based on data

l. Responsible for Customer/client interaction

m. Assist in scheduling and time management

n. Allocate work and prioritize

o. Evaluate and coordinate operational, administrative, IT and HR issues for the team

p. Team member performance management and identification of training opportunities

Essential skills

a. Mandatory Voice Experience

b. Flexible to work in a 24X7 environment (Night shifts, weekends, split week-offs)

c. Excellent verbal and written communication skills.

d. Good excel and presentation Skills

e. Overall should be a good team player with willingness to learn and drive to achieve.

f. Good Excel skills and Reporting knowledge

g. Should be able to drive Continuous Improvement in the process.

h. Awareness of SLA, AHT, Shrinkage, CSAT

Educational Qualification: Graduation is mandatory

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 letterhead with authentic signatures of appropriate Concentrix authorities.

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