Call Center Team Leader

Concentrix; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

Concentrix seeks a Senior Team Leader to supervise a group of call center associates in Gurgaon. You will monitor attendance, coach the team, and ensure performance meets KPIs and contractual targets.

You will mentor, guide, and provide direction, maintaining a flexible schedule and strong communication within the team. This role is based at IND Gurgaon—Bld 6 Ground & First Floor with full-time hours.

Qualifications

• Associate's degree in related field is required.
• Two to four years of relevant experience preferred.
• Strong oral and written communication skills are essential.

Responsibilities

• Supervise a group of call center associates and monitor attendance.
• Provide coaching to team members to achieve performance KPIs.
• Identify performance issues and implement corrective actions.
• Lead team meetings and coordinate schedules and processes.

Skills

People leadership

Coaching

Communication

Time management

Education

Associate's degree in related field

Job description

Team Leader Job Title: Team Leader

Team Leader 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 for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements. Regularly impart effective coaching to team members, ensuring 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

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 oral and written communication skills; 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

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 Gurgaon - Bld 6 Ground & First Floor

Language Requirements: Time Type: Full time Experience Level Senior Level