Sr. Team Leader, Operations

Concentrix; Gurugram District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Concentrix is seeking a Sr. Team Leader, Operations to supervise a group of call center associates and coach Team Leaders to achieve KPIs and SLAs. You will mentor, monitor performance, and ensure quality through coaching, process improvements and AI-enabled tools.

This role requires strong English writing and cross-functional collaboration in a dynamic BPO environment; experience with privacy/compliance is preferable.

Qualifications

• 5+ years of experience in privacy/compliance, developer support, or customer support.
• Knowledge of privacy review frameworks (data use policies, DPAs, privacy assessments).
• Excellent written English and attention to detail.
• Able to navigate complex internal tools and dashboards; comfortable with AI tools.

Responsibilities

• Supervise day-to-day activity of call center associates and coach Team Leaders.
• Ensure KPIs and SLA targets are met through coaching and accountability.
• Review AI agent output and escalate complex issues to SME when needed.
• Monitor assessment lifecycles and notify developers of upcoming deadlines.
• Provide actionable feedback to developers and maintain compliance records.

Skills

Privacy experience

Developer support

English writing

Cross-functional

AI tools

Education

Graduate

Tools

Salesforce

Google Drive

Job description

Job Description:

Job Title: 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.

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.

Role And Key Responsibilities:

• Draft and send personalized developer communications — not canned responses — reflecting each developer's compliance history, app type, and ecosystem context.
• Ensure pre-defined quality key performance indicators (KPIs) and SLA are met.
• Review output and quality of AI agent Tier 1 work (sending reminders, answering low complexity questions, providing education) and focus SME attention on Tier 2 work (human touch support for developers, debugging, and troubleshooting of more complex issues).
• Monitor the full assessment lifecycle for assigned BoB accounts: proactively identify upcoming deadlines, ensure developers are notified and prepared, and provide cyclical support through to resolution.
• Interpret reviewer feedback and provide clear, actionable guidance to developers; elevate unclear or inconsistent feedback and follow through to resolution.
• Maintain accurate compliance records in the Outreach Tracker and other designated tools, monitoring outreach dates, submission status, RFI and violation details, and key partner contacts.
• Guide developers in navigating developer-facing tools, dashboards, and devkits, including helping them locate privacy requirements, understand submission workflows, request extensions, and report bugs on their behalf.
• Conduct 1:1 Zoom calls with developers at the discretion of the overseeing FTE, covering program introductions, check-ins during active assessment cycles, and guidance on complex compliance situations.
• Escalate cases that exceed scope with a clear summary of the issue, steps taken, and relevant developer context. AI Readiness Candidates should be comfortable with, and preferably have experience with:
• Use AI assistants and internal tools to
• (i) prioritize, investigate, and debug issues efficiently, elevate to specialists, when necessary.
• (ii) monitor and improve daily efficiency and drafting quality (including basic debugging), and
• (iii) flag workflow gaps and contribute feedback to support ongoing AI/automation improvements.
• Participate in quality review cycles and retrospectives; flag missing or unclear SOPs and engage constructively with performance feedback and coaching.
• Efficient with cognitive load balancing and alternating between manual (human) work and managing one or more AI workstreams/agents, while prioritizing the developer’s success.

Key Skills & Knowledge:

• 5+ years of experience in privacy/compliance, developer support, or customer support
• Working knowledge of privacy review frameworks (e.g., data use policies, data protection agreements, privacy assessments)
• Exceptional written English; ability to draft clear, accurate, and empathetic developer communications
• High degree of accuracy in tracking, documentation, and policy interpretation
• Ability to navigate complex internal tools and dashboards; comfort using AI assistants daily
• Ability to independently assess case complexity and determine the appropriate escalation path
• Ability to work cross-functionally with internal stakeholders
• Experience with AI tools

Preferred Skills

• CIPP (Certified Information Privacy Professional), CIPM (Certified Information Privacy Manager), or OneTrust Privacy certification; or willingness to obtain within 6 months after starting Background in (para)legal work or legal operations
• Experience with developer-facing or partner-facing communications in a tech environment
• Familiarity with CRM platforms (e.g., Salesforce) and productivity tools (e.g., Google Drive, Google Chat)

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 letterhead with authentic signatures of appropriate Concentrix authorities.'