Team Lead - Customer Service and Sales

Concentrix; Bengaluru; Hybrid; INR 900,000 - 1,200,000; Full time

Job summary

Concentrix is a technology-enabled global business services company delivering customer engagement and enhancing business performance. We partner with ambitious executives worldwide to future-proof their business and stay ahead of competition and customer expectations.

Team Lead 9A in India (Bengaluru) leads coaching, performance management and drives KPIs, while guiding a high-performing team to achieve quarterly goals and minimize attrition. Graduation and senior-level experience are preferred.

Qualifications

• Graduation required.
• Senior level experience indicated in the listing.
• Strong coaching and people management skills important for success.

Responsibilities

• Lead team members and coach for growth.
• Ensure KPIs and financial targets are met.
• Manage team metrics and attrition; partner with Site Leadership to reduce turnover.
• Provide feedback and stay updated on processes and policies.
• Drive sales targets while adhering to compliance.

Skills

Coaching

People management

Time management

Performance management

Excellent communication skills

Change management

Adaptability

Conflict resolution

Stakeholder management

Mindset to drive sales

Education

Graduation

Job description

Team Lead 9A

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 managementExcellent 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
• Experience Level Senior Level