Operations Team Lead

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

Job summary

Concentrix in Bengaluru is seeking a proactive Team Leader, Operations with 4 years experience to lead a customer service team and drive performance. You will coach members, manage attendance, and ensure KPIs are met while delivering high-quality service.

This role demands strong communication, coaching, and a mindset geared to sales and customer satisfaction. Join a fast-paced environment where you will partner with site leadership to reduce attrition, promote company values, and deliver

Qualifications

• Must be a graduate from a reputed and UGC recognized university.

Responsibilities

• Lead Team Members, foster professional development via coaching and promote teamwork.
• Coach direct reports on performance to meet metrics.
• Identify performance issues, implement corrective action up to termination.
• Ensure service meets KPIs and financial expectations.
• Communicate expectations and provide timely updates.
• Handle escalated customer calls as needed.
• Manage team metrics and retention; work with Site Leadership to reduce attrition.
• Stay updated on internal processes and attend manager training.
• Supervise call center associates including attendance monitoring.
• Complete shift-wide projects to increase productivity/quality/KPIs.
• Promote company values and advocate for the team.
• Drive sales targets and quarterly goals in line with policies.

Skills

Coaching

People management

Time management

Performance management

Excellent communication

Change management

Adaptability

Conflict resolution

Stakeholder management

Sales mindset

Education

Graduate degree

Job description

Role: Team Leader, Operations

DESIGNATION: Team Leader, Operations

LOCATION: Bangalore

YEARS OF EXPERIENCE: 4 YEARS

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:

• Lead Team Members, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation
• Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved
• 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 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 cause. Team 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
• Supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Complete shift-wide projects that aim to increase productivity, quality or other KPI
• Promote the Company's values through both behavior and attitude, including being an advocate for your team members
• Drive sales targets and deliver quarterly goals while being aligned with compliance policies.

Desired Skills:

• Min 1 year of experience in team handling (on papers) and sales/ upselling experience preferred (Inbound)
• Coaching
• People management
• Time management
• Performance management
• Excellent communication skills
• change management and adaptability
• conflict resolution and stakeholder management
• Mindset to drive sales

Educational Qualification: MustbeagraduatefromareputedandUGCrecognizeduniversity. / Equivalent CNX Standards