Operations Team Leader

Concentrix; Chennai; On-site; INR 1,000,000 - 1,400,000; Full time

Job summary

Concentrix is seeking a Team Leader, Operations in Chennai to lead a group of call center associates, coach performance, and foster teamwork to meet contractual KPIs. You will identify performance gaps, implement corrective actions, monitor attendance, and collaborate with Site Leadership to reduce attrition while driving service quality and customer satisfaction.

This full-time, senior-level role requires a bachelor's degree and strong communication, coaching, and analytical skills to sustain

Qualifications

• Bachelor's degree required.
• Minimum 3+ years of team leadership or supervisory experience preferred.
• Experience in a contact center or customer service environment is a plus.

Responsibilities

• Lead a team of call center associates and coach performance to meet KPIs.
• Identify performance gaps and implement corrective actions.
• Monitor attendance and shift coverage in accordance with policy.

Education

Bachelor's degree

Job description

Team Leader, Operations

Job Title: Team Leader, Operations

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:

• 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 behaviour and attitude, including being an advocate for your team members.

Educational Qualification:

Bachelor's degree

Location:

IND Chennai - Fortune Towers

Language Requirements:

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