Sr. Team Leader, Operations

CNX; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

CNX in India Gurugram is seeking a Sr. Team Leader, Operations to guide a client services team, drive performance and coaching, and ensure delivery against KPIs. The role emphasizes people development, process adherence, and data-driven decisions while collaborating with leadership to improve service quality.

The candidate should have 4–6 years of experience, strong communication skills, and the ability to mentor a team under pressure. This is a full-time on-site position based in Gurugram.

Qualifications

• Graduate degree required or equivalent.
• Associate’s degree in related field preferred with 4–6 years experience.
• Progressive management experience is a plus.
• Strong written and verbal communication skills.
• Ability to mentor and coach a team effectively.

Responsibilities

• Lead a group of call center associates, monitoring work and attendance per policy and law.
• Coach direct reports and provide regular performance feedback.
• Address performance issues with action plans and corrective steps.
• Ensure service meets contractual KPIs and financial targets.
• Communicate expectations and provide timely updates to the team.
• Handle escalated calls as needed with subject-matter expertise.
• Analyze metrics, address attrition causes, and collaborate with Site Leadership on improvements.
• Promote company values through behavior and leadership.

Skills

Team leadership

Coaching

Communication

Time management

Flexibility

Education

Graduate degree

Associate’s degree in related field

Job description

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 behavioral activities
• Stay current on internal work processes, policies and procedures. Attend required manager development training
• Supervision of a 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 behavior 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

Education Qualification: Graduate** - mandatory**

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 Concentix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.’

Location

IND Gurugram - SP Infocity, Industrial Plot No. 243, 1st, 3rd, 4th, 5th & 7th Floors

Time Type

Full time