Team Lead 9A

CNX; Bengaluru; On-site; INR 700,000 - 1,200,000; Full time

Job summary

Concentrix in Bengaluru seeks a Team Lead 9A to guide and coach a customer operations team, ensuring daily performance aligns with KPIs and service levels. You will develop staff, monitor metrics, and drive improvement initiatives in a fast-paced environment.

The role requires strong communication, coaching, and stakeholder management skills, with a focus on compliance and achieving quarterly goals while fostering team growth.

Qualifications

• Graduation completed.
• Experience leading teams in a contact centre.
• Strong communication and stakeholder management skills.

Responsibilities

• Lead team members and coach for growth.
• Monitor performance metrics and drive KPIs.
• Identify issues and implement corrective actions.
• Ensure service quality aligns with KPIs and contractual targets.
• Communicate expectations and provide timely updates.
• Manage escalations and provide SME guidance.
• Monitor attendance and shift coverage.
• Support sales targets while adhering to compliance.

Skills

Coaching

People management

Time management

Performance management

Excellent communication

Change management

Conflict resolution

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

Location:

India Bangalore - Divyashree

Language Requirements:

Time Type:

Full time