Senior Team Leader - Operations

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

Job summary

Concentrix is seeking a Sr. Team Leader, Operations at our Gurugram facility to lead a team of call center associates, coach for performance and growth, and ensure delivery of contractual KPIs.

You will mentor direct reports, monitor attendance and productivity, and implement action plans to improve performance while aligning with company values and policies. You will collaborate with Site Leadership to address attrition, manage team metrics, and respond to escalations as needed.

Qualifications

• Associate's degree in related field preferred.
• Strong written and verbal communication.
• Proven ability to lead a team and manage performance.

Responsibilities

• Lead team members and foster professional development through coaching and communication.
• Coach direct reports to ensure performance metrics are achieved.
• Identify performance gaps and implement corrective action up to termination if needed.
• Ensure delivery of contractual KPIs and financial expectations.
• Communicate expectations and provide timely updates to employees.
• Provide subject matter expertise in handling escalated customer calls as needed.
• Manage team metrics and retention; partner with Site Leadership to address attrition and reduce it where possible.
• Supervise group of call center associates including attendance and work monitoring in line with policy and law.
• Complete shift-wide projects to increase productivity and quality, promoting company values.

Skills

Leadership

Coaching

Communication

Multi-tasking

Mentoring

Flexibility

Education

Graduate

Associate's degree

Job description

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

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 behavioural activities
• Stay current on internal work processes, policies, and procedures. Attend required manager development training
• Supervise 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 KPIPromote the Company's values through both behaviour 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

Educational Qualification: 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

Location: IND Gurugram - 2nd, 3rd and 4th Flrs, RMZ Infinity

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