Team Leader, Operations

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.

Role and Key Responsibilities:

• Responsible to meet all agreed client SLAs and performance metrics.

• Responsible for Innovation & Analytics of existing data to enhance performance.

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

• Develop strong interpersonal relationships with the team, to cohesively bond them together

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

• Identify areas of concern and under performance and take corrective measures

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

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

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

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

• Perform real time monitoring

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

• Team specific attrition and absenteeism management

• Team member performance management and identification of training opportunities

• Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction.

• Responsible for following agreed execution governance model, escalation & communication plans.

• Manage overall personnel performance and discipline. Provide direction to staff, ensure resolution of problems.

• Provide expertise and leadership in assigned functional area.

• Identify and drive continuous improvement and initiatives in the process.

• To ensure that all internal customer queries are followed up on a timely basis.

• To be the Key contact for all problems and queries with specific business assigned.

• Manage a team of at least 18-20+ executives.

• Ensure staff engagement and motivation at all times.

Key Skills and knowledge:

• Excellent Customer Service acumen with upselling skills

• Customer experience driven with retention

• Well versed with the Technology & industry

• Strong oral and written communication skills

• 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.

• 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.

Educational Qualification: Graduation

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.

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