About Concentrix :

Concentrix is a global technology-enabled business services company focused on customer engagement and enhancing business performance. They collaborate with forward-thinking executives worldwide to future-proof their businesses, meet customer expectations, and stay competitive. Concentrix offers a wide range of services, and their dedicated teams work to provide exceptional customer support and innovative solutions. They value teamwork, leadership, and accountability, ensuring that clients receive the best service possible.

Job Overview :

Job Title: Team Leader, Operations

Location: Pune, India

Description : 

The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures that performance metrics are achieved by providing adequate coaching, motivation, and accountability.

Role and Key Responsibilities:

• Responsible for coaching and supervising a group of advisors.
• Ensure Client Service Level Agreements and people management expectations are met.
• Lead team members, foster their professional development and growth through effective coaching and communication, and promote teamwork and cooperation.
• Regularly provide effective coaching to direct reports, enabling consistent high-performance delivery.
• Identify performance-related issues, develop action plans for improvement, and implement corrective actions as per policy.
• Ensure that service delivered to customers meets contractual Key Performance Indicators (KPIs) and financial expectations.
• Communicate expectations to employees and provide timely updates and changes.
• Provide subject matter expertise in handling escalated customer calls as needed.
• Manage team metrics and retention goals. Participate in discussions about reasons for attrition and root causes. Collaborate with Site Leadership to develop actions to reduce attrition where possible. Provide feedback to team members on both call coaching and other daily performance and behavioral activities.
• Stay current on internal work processes, policies, and procedures. Attend required manager development training.
• Supervise a group of call center associates, including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
• Complete shift-wide projects aimed at increasing productivity, quality, or other KPIs.
• Promote CNX values – “walk the talk” and lead by example.
• Drive company initiatives within the group.
• Ensure no surprise delivery.
• Interact with clients and internal stakeholders.

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Key Skills and Knowledge:

• Adaptability to change.
• 2+ years of team handling experience in the BPO industry in Sales or BFSI (Banking, Financial Services, and Insurance) environment.
• Strong oral and written communication skills.
• Demonstrated ability to lead team members, multitask, prioritize, and meet deliverable timelines.
• Demonstrated ability to mentor, coach, and provide direction to team members.
• Work well under pressure and follow through on items to completion.
• Willingness to work in a flexible schedule.
• Language proficiency – Versant 4 or above.
• Educational qualification – Graduation in any discipline.

How to apply :

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