Sr Team Leader

Concentrix; Pune District; Presencial; INR 800.000 - 1.400.000; Jornada completa

Descripción de la vacante

Concentrix, a technology-enabled global business services company, is seeking a Sr. Team Leader in Pune to oversee a group of call center associates and mentor team leaders. The role drives performance through coaching, motivation, and accountability aligned with KPIs.

Responsibilities include supervising attendance, coaching for weekly targets, addressing issues, and ensuring service levels meet contractual KPIs while upholding Concentrix values.

Formación

• Associate's degree in related field.
• Motivated with coaching/team development skills.
• Ability to work under pressure and meet deadlines.
• Strong written and verbal communication.

Responsabilidades

• Supervise call center associates and monitor attendance.
• Coach direct reports to meet weekly performance metrics.
• Identify performance issues and develop improvement plans.
• Ensure KPIs and financial targets are met.
• Communicate expectations and provide timely updates.
• Handle escalated customer calls as needed.
• Lead team meetings and organize activities.
• Stay updated on internal processes and training.

Conocimientos

Team leadership

Coaching

Communication skills

Multitasking

Educación

Associate's degree

Herramientas

Hardware proficiency

Descripción del empleo

Job Description

Job Title: Sr. Team Leader

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 preferredwith 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.

Location

IND Pune - RMZ 1st Floor (Sublease to CIND)

Time Type

Full time