Team Lead

Concentrix; Chengalpattu; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Concentrix is looking for a Team Leader Operations in Chennai to drive a high-performance team in e-commerce support. The role requires managing inbound calls, live chats, and emails while coordinating with cross-functional teams to meet client standards.

You will mentor team members, monitor metrics, and implement process improvements to enhance service quality and efficiency. The role includes night shifts with rotation.

Qualifications

• Graduation required.
• 4+ years of experience in team leadership.
• Experience in e-commerce customer support and handling inbound/outbound calls.
• Experience with North American clients.
• Knowledge of Retail & e-Commerce and online shopping.

Responsibilities

• Meet and exceed performance metrics (external & internal operations and quality).
• Monitor CMS and equipment to ensure high efficiency.
• Drive metric and process improvements across the team.
• Collaborate with other departments and peers.
• Lead innovation, automation and process improvements.
• Ensure calibration of SMEs & QAs with client scores.
• Manage team resources to deliver quality service per standards.
• Handle inbound calls, live chat and email queries in e-commerce support.
• Coordinate operational, administrative, IT and HR issues for the team.
• Manage team attrition and absenteeism.
• Identify and drive continuous process improvements.

Skills

Verbal & written comms

Night shifts

North America clients

Retail & e-commerce

Inbound/outbound calls

Problem solving

Analytical skills

Presentation skills

Coaching/mentoring

Team motivation

Education

Graduation

Job description

Role: Team Leader

DESIGNATION: Team Leader Operations

LOCATION: Chennai

YEARS OF EXPERIENCE: 4+ Years

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:

• Meet and exceed performance metric: External & Internal Operations and Quality metrics to be consistently green
• Monitor CMS & associated equipments proactively using Tools provided to ensure high levels of efficiency
• Understand and drive metric improvement across the process
• Work collaboratively with other departments / peers / Superiors
• Drive Innovation, Automation & Process Improvement Initiatives in the team and the process
• Ensure consistency through calibrations amongst SMEs & QAs, ensure scores are calibrated with client
• Lead a team's available resources in order to deliver quality service to customers in line with the agreed service standards
• Extensive knowledge of e-commerce customer support business in managing inbound calls, live chats and email queries
• Evaluate and coordinate operational, administrative, IT and HR issues for the team
• Team specific attrition and absenteeism management
• Identify and drive continuous improvement and initiatives in the process

Key Skills and knowledge:

• Strong verbal and written communication skills
• The incumbent to be open to work in night shifts with rotational week offs
• Prior experience working with North American clients
• Adequate knowledge of Retail & e-Commerce and online shopping
• Experience in handling inbound and outbound calling queues preferred
• Good problem solving and analytical skills
• Strong Presentation skills
• Ability to mentor, coach and provide direction to team members.
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations.

Qualification: Graduation.

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.