Sr. Team Leader, Operations

Concentrix Experts Colombia S.A.S.; Gurugram District; On-site; INR 1,100,000 - 1,900,000; Full time

Job summary

Concentrix is seeking a Sr. Team Leader, Operations in Gurugram, India. This role focuses on leading a team, coaching members, and driving performance to meet contractual KPIs and financial targets.

You will manage escalations, mentor staff, and contribute to reducing attrition while aligning with company policies. A flexible schedule and strong communication skills are essential for success in this fast-paced environment.

Qualifications

• Associate's degree in related field with four to six years of experience and progressive management experience preferred.
• Strong communication skills, both written and verbal.
• Ability to lead a multi-tasking team and meet deadlines.
• Willingness to work a flexible schedule.

Responsibilities

• Lead Team Members and coach for development, promoting teamwork and cooperation.
• Coach direct reports to achieve performance metrics.
• Identify performance issues and implement corrective actions.
• Ensure KPIs and financial expectations are met for service delivery.
• Communicate expectations and provide timely updates.

Skills

Strong communication skills

Leadership and mentoring

Multi-tasking and prioritization

Coaching and performance feedback

Work under pressure

Education

Associate's degree in related field

Graduate

Job description

Job Title: Sr. Team Leader, Operations

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 KPI
• Promote 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

Time Type

Full time