Sr. Team Leader, Operations

Concentrix; Gurugram District; On-site; INR 700,000 - 1,000,000; Full time

Job summary

Concentrix is seeking a Sr. Team Leader, Operations to supervise a group of call center associates and mentor Team Leaders. You will drive performance by coaching, monitoring KPIs and ensuring service levels meet contractual expectations.

You will partner with Site Leadership to reduce attrition, support escalation handling, and promote the company's values while managing scheduling and daily workflows in a fast-paced environment.

Qualifications

• Graduate degree or equivalent.
• Assoc degree in related field preferred.

Responsibilities

• Lead team members and coach for growth.
• Coach direct reports to achieve KPIs.
• Identify performance issues and create action plans.
• Ensure KPIs and financial expectations are met.
• Communicate expectations and provide updates.
• Handle escalated calls as needed.
• Manage metrics, retention, and attrition actions.
• Stay current on processes and policies; attend trainings.
• Supervise attendance and shift coverage.
• Complete projects to boost productivity and quality.
• Promote company values and advocate for the team.

Skills

Coaching

Performance metrics

Team leadership

Communication skills

Scheduling

Education

Graduate

Assoc degree

Job description

Job Description

Sr. Team Leader, Operations

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

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