Team Leader Operations

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 including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Regularly impart effective coaching to direct reports, enabling consistent high-performance delivery
• Identify performance related issues, develop an action plan for improvement and implement corrective actions
• 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 & knowledge:

• Detail Oriented, Critical & Analytical thinking.
• Process and result oriented.
• Good presentation and communication skills.
• Good understanding of Operations & Quality metrics; exposure to work requirements - preferred.
• A strong team player with persuasive, collaborative and influencing skills.
• Strong interpersonal skills to manage client expectations/engagements effectively and motivate the team.
• Willing to Work in Shifts
• Effective leave planning to ensure high performance delivery, consistently
• Data collection and analysis of team performance parameters.
• Ability to lead team members, multi-tasking, prioritization and meeting timelines of deliverables
• Ability to mentor, coach and provide direction to team members

Education – 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.'