Operations Team Lead

Concentrix; Gurugram District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Concentrix in Gurugram, India is seeking a Team Leader to manage a group of call centre associates and drive performance.

The role requires 3+ years of experience, leadership skills, and the ability to coach teams, monitor attendance, and ensure KPIs are met. This managerial position offers responsibility and a pathway to further growth within the organization.

Qualifications

• International customer service voice experience required.
• Associate degree with 2–4 years relevant experience preferred.
• Strong coaching and leadership abilities to develop team performance.
• Excellent written and verbal communication skills.
• Willingness to work in a flexible schedule.

Responsibilities

• Supervise a group of call center associates daily and monitor attendance.
• Coach team members to achieve high performance.
• Identify performance issues and implement corrective actions.
• Ensure service meets KPIs and contractual obligations.
• Communicate expectations and provide timely updates.
• Handle escalated customer calls as needed.
• Conduct team meetings and organize activities.
• Stay updated on internal processes and participate in manager development.
• Promote values and implement management policies.
• Manage employment status decisions and address misconduct.
• Assist with performance appraisals and training.
• Provide input in selecting and developing team members.
• The Team Leader role is a managerial position of trust.

Skills

International voice support

Team leadership

Coaching

Communication skills

Multi-tasking

Time management

Flexible schedule

Education

Associate degree in related field

Graduate

Job description

ROLE: Team Leader, Operations

DESIGNATION: Assistant Manager

LOCATION: Gurugram

YEARS OF EXPERIENCE: 3 plus 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:

• 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, enabling 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
• Implement management policies
• Exercise authority to manage the employment status of a group of employees (firing, promotion, regularization, etc.) including identifying and addressing misconduct, policy and process violations of call center associates.
• Stay current on internal work processes, management policies, and procedures
• Implement management policies.
• Support and manage the program together with other Team Leaders and Managers.
• Provide input for selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organizations policies and applicable legal requirements.
• Manage team members on their performance on a regular basis and write and deliver performance appraisal.
• The Team Leader’s role is a managerial level position; a position reposed with trust and confidence.

Key skills & knowledge:

• International Customer service Voice experience – required
• Associate 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 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.

Education – Graduate

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.