Team Lead 9A

Convergys; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Concentrix is seeking a Team Lead to guide and develop a group of call center associates, coaching them to achieve performance metrics and maintain strong customer engagement. The role involves leadership, coaching, and ensuring alignment with KPIs and sales targets.

The position emphasizes teamwork, adherence to policies, and ongoing development through required trainings and performance feedback.

Qualifications

• Education: Graduation
• Desired Skills include coaching, people management, time management, and performance management.
• Strong communication, change management, adaptability and stakeholder management.

Responsibilities

• Lead Team Members, foster their professional development and growth via effective coaching and communication.
• Coach direct reports on performance and ensure metrics are achieved.
• Ensure service delivery meets KPIs and financial expectations; manage team metrics and retention goals.
• Promote company values and drive sales targets while complying with policies.

Skills

Coaching

People management

Time management

Performance management

Communication

Change management

Adaptability

Conflict resolution

Stakeholder management

Sales mindset

Education

Graduation

Job description

Job Title: Team Lead 9A

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: 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 Drive sales targets and deliver quarterly goals while being aligned with compliance policies.

Desired Skills

Coaching People management Time management Performance management Excellent communication skills change management and adaptability conflict resolution and stakeholder management Mindset to drive sales Education: 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.'

Location: India Bangalore - Divyashree Language Requirements: Time Type: Full time Mission: Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. We could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.