Call Center Operations Team Leader

Concentrix; Pune District; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Concentrix in Pune is seeking a Team Leader in Operations to supervise a group of call centre associates and drive performance against KPIs through coaching, motivation, and accountability.

The successful candidate will coach team members, monitor attendance, manage escalations, and participate in team meetings while aligning with organizational policies and delivering high-quality customer service. A flexible schedule may be required.

Qualifications

• Two to four years of relevant experience preferred.
• Strong coaching and mentoring skills to develop team members.
• Excellent written and verbal communication abilities.
• Ability to lead a team in prioritization and meeting deadlines.

Responsibilities

• Supervise a group of call centre associates and monitor work/attendance per policy and law.
• Coach direct reports regularly to meet performance metrics.
• Identify issues and develop action plans, including corrective actions up to termination.
• Ensure service levels meet KPIs and financial expectations.
• Communicate expectations and provide timely updates.
• Handle escalated calls as needed and provide SME guidance.
• Conduct team meetings and organize team activities.
• Stay updated on internal processes and policies.
• Promote Concentrix values through behavior and attitude.

Skills

Coaching

Team leadership

Communication

Multi-tasking

Education

Associate's degree

Job description

Team Leader Job Title: Team Leader 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.

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.
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.
• 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 the Concentrix values through both behaviour and attitude, including being an advocate for team members.

Candidate Profile

• Associate's degree in related field with two to four years of relevant experience preferred.
• 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.
• Ability to mentor, coach and provide direction to a team of employees.
• Willingness to work a flexible schedule.

Location: IND Pune - Amar Tech Centre S No.30/4A 1 Language Requirements: Time Type: Experience Level Senior Level