SME & Team Lead

Concentrix; Mumbai; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Concentrix is seeking a Team Leader in Mumbai, India with 5+ years in a contact centre to supervise a group of associates, monitor attendance, and ensure policy compliance. You will lead regular team meetings, address escalated calls, and drive KPI performance while coaching team members to excel.

The role requires strong communication, multitasking, and a flexible schedule, with graduation as a mandatory qualification.

Qualifications

• 5-9 years of experience in Contact Centre.
• Strong communication skills, both written and verbal.
• Ability to lead team members, multi-tasking, prioritization and meeting timelines of deliverables.
• 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.
• Willingness to work in a flexible schedule.

Responsibilities

• Supervise a group of associates including work and attendance monitoring in line with policy and legal requirements.
• Facilitate regular team meetings to streamline communication and schedule activities.
• Provide subject matter expertise in handling escalated customer calls as needed.
• Drive service performance to consistently hit contractual KPIs.
• Data analysis and reporting/presentations.
• Participate in internal and external calibrations for quality alignment.
• Identify performance issues and provide coaching with corrective actions.
• Communicate to heighten awareness of positive customer experience.
• Stay current on internal processes and attend manager development training.
• Ensure compliance with policies and procedures.

Skills

Team leadership

Communication

Coaching

Customer service

Multi-tasking

Deadline oriented

Education

Graduation

Tools

NA

Job description

ROLE: Team Leader

DESIGNATION: Team Leader

LOCATION: Mumbai, India

YEARS OF EXPERIENCE: 5+ 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.

Essential Functions/Core Responsibilities:

• Responsible for the day-to-day supervision of a group of associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
• Facilitate regular team meetings to streamline communication, encourage feedback, and schedule/organize team activities.
• Provide subject matter expertise in handling escalated customer calls as needed
• Drive service performance to consistently hit contractual KPIs.
• Data analysis and making designated reports/presentations.
• Participating in internal & external calibrations to ensure quality alignment.
• Identify performance-related issues, perform coaching and feedback, and implement corrective action
• Communicate to heighten awareness and focus on the importance of positive customer experience
• Stay current on internal work processes, policies, and procedures. Attend required manager development training
• Ensure that internal policies, procedures, and compliance regulations are being followed
• Promote the Concentrix values through both behaviour and attitude, including being an advocate for team members

Desired skills:

• 5-9 years of experience in Contact Centre
• Strong communication skills, both written and verbal
• Ability to lead team members, multi-tasking, prioritization and meeting timelines of deliverables
• 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
• Willingness to work in a flexible schedule

Education:

Graduation is mandatory