Sr. Team Leader, Operations

Concentrix; Gurugram District; Presencial; INR 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Concentrix in India (Gurugram) seeks a Sr. Team Leader, Operations to lead a call center team, foster growth, coach members, and ensure delivery against KPIs. You will partner with site leadership to drive performance and customer satisfaction.

This role requires 4–6 years of related experience with progressive management, strong communication, and ability to multitask under pressure. The position offers full-time hours and opportunities to develop leadership skills within a global

Formación

• Associate's degree with 4–6 years of experience including progressive management.
• Strong written and verbal communication skills.
• Ability to lead in multi-tasking and meet deadlines.
• Experience mentoring, coaching and directing a team.

Responsabilidades

• Lead team members and coach for growth and teamwork.
• Coach direct reports to meet performance metrics.
• Identify performance issues and develop improvement plans.
• Ensure KPIs and financial expectations are met.
• Communicate expectations to employees and provide updates.
• Provide subject matter expertise for escalated calls as needed.
• Manage team metrics and retention; address attrition with site leadership.
• Supervise call center associates, including attendance monitoring.
• Complete shift-wide projects to boost productivity and quality.
• Promote company values through behavior and attitude.

Conocimientos

Team leadership

Coaching

Communication

Mentoring

Performance management

Educación

Associate's degree

Descripción del empleo

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 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

Language Requirements:

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.

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