Team Lead

Concentrix; Chennai; On-site; INR 600,000 - 900,000; Full time

Job summary

Concentrix is seeking a Team Leader in Chennai to oversee daily operations, drive performance, and mentor a customer service team in a 24x7 environment. The role requires 3+ years of experience, strong communication, and leadership abilities to coordinate with clients and internal teams.

You will plan volumes, monitor occupancy, manage scheduling, and ensure KPI delivery while fostering a high-performance culture.

Qualifications

• Excellent verbal and written communication.
• Strong people management skills.
• Willingness to work night shift.
• Experience with transaction monitoring and coaching.
• Proven performance management abilities.
• Aptitude for planning and organizing daily activities.
• Customer service expertise.
• Familiarity with program-specific products and procedures and escalation procedures.
• Ability to prepare and analyze internal reports.

Responsibilities

• Lead and manage the team to meet service levels.
• Provide strong leadership and maintain client relationships; deliver optimal product support and customer service.
• Serve as single point of contact for non-operations departments; escalate unresolved issues to line management.
• Ensure volumes are planned, records updated, and occupancy maximized to meet SLAs.
• Oversee day-to-day service delivery, workload, and ongoing training and coaching.
• Ensure compliance and QA focusing on KPI results per client contract.
• Assist with training, system usage, policies, procedures, and problem resolution.
• Schedule work, monitor priority and batching to ensure smooth workflow; review data entries for quality.

Skills

Verbal & written communication

People management

Night shift readiness

Transaction monitoring

Performance management

Planning and organizing

Customer service

Escalation procedures

Internal reporting

Education

Graduates can apply

Job description

Role: Team Leader

DESIGNATION: Team Leader

LOCATION: Chennai

YEARS OF EXPERIENCE: 3+ 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.

Responsibilities:

• Responsible for team management
• Provide strong leadership support, creating a high-performance environment; monitoring with respect to performance expectations ;maintain strong relationships with Clients delivering optimal product support, whilst ensuring excellence in customer service.
• Be the Single point of contact for all non-operations departments and identify, evaluate & co-ordinate operational, Admin, IT and HR issues. Forward non-resolvable issues to the line management.
• Ensure volumes are adequately planned, that records are kept up to date and that occupancy is maximized to meet the service level requirements.
• Manage day-to-day service delivery, workload management, knowledge resources and on-going training, coaching, and development.
• Compliance and quality assurance with a focus on Customer Transaction Analysis and Key Performance Indicator (KPI) results as per client contract, to meet the organizational objectives
• Assist with training and updates, and provide direction pertaining to use of systems, policies and procedures, and problem resolution
• Schedule work, monitoring priority and batching of jobs to ensure smooth workflow. Review, analyze and correct data entries to ensure final product meets the Company or project standards
• Identify and manage potential areas for concern and underachievement, adopt an objective and discrete approach to reach an effective solution whilst maintaining discipline and morale.
• Effectively communicate business strategy and ensure that team members are fully briefed on updates/products/services within the agreed timeframes. Assume complete ownership of driving & managing optimum efficiency, healthy attrition rate & end to end delivery of all SLAs, KPIs & client expectations.
• Hold daily team Meeting (huddles), setting the expectations.
• Quality monitoring & feedback for the team
• Conduct monthly / quarterly / annual performance review meetings with the team
• Use techniques and processes to manage, coach, and develop individual and team performance.
• Flexibility and willingness to work for 6 days in week, any shift in a 24X7 environment
• Motivation and efficiency of team including ongoing development.

Desired Skills:

• Good verbal and written communication skills.
• People management skills.
• Willingness to work in night shift
• Transaction monitoring & Coaching
• Performance management
• Planning and organizing for daily activities
• Customer service skills
• Knowledge of program specific products and procedures and escalation procedures
• Procedures to prepare & analyze internal specified reports

Educational qualification:

• Graduates can apply

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.'