Team Leader

Concentrix Corporation; Hyderabad; On-site; INR 800,000 - 1,000,000; Full time

Job summary

Concentrix Corporation is seeking a Team Leader, Operations to supervise a group of call center associates and ensure performance metrics are met through coaching and accountability.

The role involves handling escalations, building a cohesive team aligned with client values, and driving development and motivation across shifts. You will report to the Operations Manager and influence quality measurements.

Qualifications

• Team development skills
• Strong Excel proficiency
• Ability to drive team performance
• Effective feedback and coaching abilities
• Willingness to work in a 24/7 shift environment

Responsibilities

• Meet all agreed client SLAs and performance parameters.
• Provide first line escalation support for customer queries to ensure exceptional service.
• Develop strong relationships within the team and align with the client's vision and values.
• Lead with excellence through team building, capable leadership and people management.
• Identify underperformance and take corrective actions.
• Mentor and up-skill team members for career development.
• Coordinate real-time monitoring and reporting with the Operations Manager.

Skills

Team development

Excel skills

Team performance

Feedback skills

24/7 shift

Job description

Team LeaderJob DescriptionThe 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.