Sr. Team Leader

Concentrix Technologies (India) Private Limited; Pune District; On-site; INR 550,000 - 750,000; Full time

Job summary

Concentrix is seeking a Sr. Team Leader in Pune to supervise a group of call center associates and coach a team of Team Leaders to meet performance metrics and KPIs.

The role includes coaching, attendance monitoring, and driving results in a fast-paced environment. The position requires an Associate's degree and 2–4 years of relevant experience, with strong communication and leadership abilities to mentor staff and improve overall performance.

Qualifications

• Two to four years of relevant experience preferred.
• Associate's degree in related field preferred.
• Strong communication and coaching skills required.

Responsibilities

• Supervise a group of call center associates and monitor attendance.
• Coach direct reports and Team Leaders to meet performance metrics.
• Identify performance gaps and implement corrective actions up to termination when needed.
• Ensure service levels meet KPIs and financial expectations.
• Communicate expectations and provide timely updates to the team.
• Handle escalated calls as needed and mentor team members.
• Lead team meetings and organize team activities.
• Stay updated on internal policies and procedures.

Skills

Strong communication

Team leadership

Coaching

Multi-tasking

Education

Associate's degree in related field

Job description

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. 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 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
• Technical background preferred with hardware proficiency

Disclaimers

• 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.
• 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 Pune - RMZ 1st Floor (Sublease to CIND)

Time Type

Full time

Mission

Hi, we're Concentrix. We're a global technology and services leader that powers the brands of the future. We help well‑known brands - the ones you use every day - improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview

We power the brands of the future. Some call us a global technology and services leader. But we're so much more. Human‑centered, tech‑powered, intelligence fuelled. Every day we're busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it's…… designing game‑changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We've got them covered. But how? We design, build, and run fully integrated, end‑to‑end solutions across the entire enterprise, at speed and scale. We're the strategic thinkers who designbrand‑defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.