Team Leader, Operations

Job Title: Team Leader, Operations

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.

Key responsibilities:-

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.

Ensure team members achieve agreed work standards.

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

Evaluation of operational practices and procedures.

Provide expertise and leadership in the assigned functional area.

Establish and maintain a working environment conducive to positive morale, individual style, quality, creativity and team work.

Identify and drive continuous improvement and initiatives in the process.

Coach & mentor team members enabling them to effectively lead their teams.

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

Collaborate with internal teams, inter departments, cross functions across locations.

Manage a team of at least 18-25+ executives

Always ensure staff engagement and motivation.

Desired 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

Strong communication skills, both written and verbal

Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable

Excellent oral and written communication skills (B2 Versant level); Ability to effectively present information to internal and external stakeholders

Ability to mentor, coach and provide direction to a team of employees

Willingness to work in a flexible schedule – 24*7

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 Gurugram - Ground Flr to 9th Flr JSK Tower situated on Plot No 13 Sector 32

Time Type: Full time