Team Leader

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

Job summary

Concentrix Hyderabad is seeking a Team Leader in Operations to supervise a group of call center associates, ensuring SLA achievement through coaching and accountability. The role emphasizes performance metrics, mentoring, and escalation management, aligning with the client’s vision and values.

This position involves real-time monitoring and active team development. The ideal candidate will drive quality reporting, develop the team, and coordinate with the Operations Manager to optimize

Qualifications

• Team development capabilities
• Strong Excel skills
• Proven ability to drive team performance
• Effective feedback delivery skills
• Willingness to work in a 24/7 shift

Responsibilities

• Meet all client SLAs and performance parameters
• Escalation point for customer queries to provide exceptional service
• Build strong relationships with the team and client, aligning with core values
• Lead with excellence through coaching and people management
• Identify under performance and take corrective actions
• Develop team members through motivation and up-skilling
• Provide hands-on assistance and mentorship to the team
• Single point of contact for team and senior management on deliverables
• Ensure quality reporting and data-based rewards systems
• Interact with customers/clients and manage scheduling and prioritization
• Monitor real-time performance and coordinate ops issues
• Address HR, IT, and admin issues for the team

Skills

Team development

Good excel skills

Ability to manage Team Performance

Ability to impart effective feedback

24/7 shift environment

Job description

Job Title: Team Leader Job Description The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability. 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 to meet all agreed client SLAs and performance parameters
• Provide support to the team by acting as the first line of escalation for customer related queries in order to provide exceptional customer service
• Develop strong interpersonal relationships with the team, to cohesively bond them together with the Customer and integrate them with the vision and core values of the Customer
• To embody the spirit of excellence through team building, able leadership and sound people management skills
• Identify areas of concern and under performance and take corrective measures
• Responsible for development of team members- team motivation, up-skilling- career development
• Provide hands‑on assistance, share information proactively and troubleshoot for the team in case of problems, both through direct intervention and mentoring
• Single point of contact for the team and the senior management through effective communication on key deliverables
• Ensure quality reporting and work with the Operation Manager to build a highly effective measurement and reward system based on data
• Responsible for Customer/client interaction
• Assist in scheduling and time management
• Allocate work and prioritize
• Perform real time monitoring
• Evaluate and coordinate operational, administrative, IT and HR issues for the team
• Forward non‑resolvable issues to the Operations Manager
• Team specific attrition and absenteeism management
• Team member performance management and identification of training opportunities

Desired Skills

• Team development
• Good excel skills
• Ability to manage Team Performance
• Ability to impart effective feedback
• Ability to work in a 24/7 shift environment.

Location

IND Hyderabad - Unit No. 601, 6th Flr, Maximus Building 2A

Language Requirements: Time Type: 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. You 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.