Senior Team Leader - Call Center Operations

Concentrix; Gurugram District; Vor Ort; INR 900.000 - 1.300.000; Vollzeit

Zusammenfassung

Concentrix in Gurugram, India is seeking a Senior Team Leader to supervise a group of call center associates and mentor Team Leaders. The role focuses on coaching, accountability and driving KPIs.

You will coach, monitor performance, manage attendance and handle escalations while promoting the company's values and ensuring service excellence.

Qualifikationen

• Associate's degree in related field
• 4–6 years of experience with at least 1 year in progressive management
• Strong written and verbal communication skills
• Demonstrated ability to mentor, coach and lead a team
• Able to work under pressure and meet deadlines
• Willingness to work a flexible schedule

Aufgaben

• Lead Team Members and foster their professional development through coaching and communication
• Coach direct reports to meet performance metrics
• Identify performance issues and create improvement action plans
• Ensure KPIs and financial targets are met
• Communicate expectations and provide timely updates
• Handle escalated calls as needed with SME input
• Manage team metrics and retention, address attrition root causes
• Attend manager development training and stay updated on processes
• Supervise call center associates and monitor attendance
• Complete shift-wide projects to boost productivity and quality
• Promote company values and advocate for the team

Kenntnisse

Team Leadership

Coaching

Communication

Performance Management

Time Management

Ausbildung

Associate's degree

Jobbeschreibung

SR Team Leader Job Title

SR Team Leader Job Description The Sr Team Leader is responsible for the day-to-day supervision of a group of call center associates and serves as a mentor and coach to a group of Team Leaders. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability of both associates and team leaders.

Essential Functions/Core 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

Candidate Profile

• Associate's degree in related field with four to six years of experience (with at least one year of Progressive Management Experience) preferred
• Strong communication skills, both written and verbal
• Demonstrated ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
• Demonstrated ability to mentor, coach and provide direction to a team of employees
• Work well under pressure and follow through on items to completion
• Willingness to work a flexible schedule

Career Framework Role

Receives assignments as objectives with goals and processes in which to meet the goals. Interacts with Team Managers/Leaders/Supervisors and team members, other functional areas, management, and outside vendors to complete objectives. Set priorities for Team Managers/Leaders/Supervisors and team members , and coordinates and supervises the daily activities. In charge of handling large and / or multiple lines of business. Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback. Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager and/or director. Depending on the size of the program may act as an Operations Manager.

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

Location: IND Gurugram - 2nd Flr, RMZ Infinity, Plot No. 15, Phase IV, Udyog Vihar, Gurugram Language Requirements: Time Type: Full time Experience Level Senior Level