Operations Team Leader

Concentrix; Gurugram District; Vor Ort; INR 600.000 - 800.000; Vollzeit

Zusammenfassung

Concentrix Gurugram is seeking a Team Leader, Operations to supervise a group of call center associates daily. You will coach performance, monitor attendance, and ensure tasks align with KPIs and service standards.

The role requires strong leadership and the ability to drive continuous improvement. The ideal candidate will have an Associate's degree with 2–4 years of relevant experience, excellent communication, and the ability to motivate teams in a fast-paced environment.

Qualifikationen

• Associate's degree required with 2–4 years of relevant experience.
• Strong coaching and leadership skills to guide a team to meet metrics.
• Excellent written and verbal communication; ability to handle multiple tasks and priorities.

Aufgaben

• Supervise day-to-day operations of a group of call center associates.
• Coach team members regularly to ensure KPI targets are met.
• Identify performance gaps and implement corrective actions as needed.

Kenntnisse

Leadership

Coaching

Communication

Multi-tasking

Ausbildung

Associate's degree

Jobbeschreibung

Team Leader, Operations Job Title: Team Leader, Operations 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.

Essential Functions/Core 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
• 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 behavior 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

Career Level Description

• Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments.
• Coordinates and supervises the daily activities of business or technical support or production team members.
• In charge of handling single and medium-sized line of business.
• Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager.
• Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback.
• Typically does not spend more than 20% of time performing the work supervised.
• Handles escalated issues.
• Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.

Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location: IND Gurugram - Ground Floor 243 Tower A SP Infocity Udhyog Vihar Phase - 1

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