Team Leader

Concentrix; Mumbai; On-site; INR 1,100,000 - 1,700,000; Full time

Job summary

Concentrix in Mumbai seeks a capable team leader to manage a customer service team focused on achieving high CSAT and minimizing attrition. You will develop strategies to cut shrinkage and boost overall performance while collaborating with cross-functional teams on complex issues and growth initiatives.

The role requires strong leadership, communication, and analytical skills to identify trends, optimize processes, and reduce costs in a fast-paced BPO environment.

Qualifications

• 4-10 years of experience in BPO operations or similar industry.
• Proven track record in managing teams towards CSAT goals with minimal shrinkage.
• Strong understanding of BPO operations, including process improvements and cost optimization.
• Excellent communication, leadership, and problem-solving skills.

Responsibilities

• Manage a team of customer service representatives to achieve high levels of customer satisfaction, CSAT, and attrition targets.
• Develop and implement effective strategies to reduce shrinkage and improve overall team performance.
• Collaborate with cross-functional teams to resolve complex issues and drive business growth through innovative solutions.
• Analyze data to identify trends, opportunities for improvement, and areas for cost reduction.

Skills

Team management

Customer service leadership

Data analysis

Job description

Roles and Responsibilities :

• Manage a team of customer service representatives to achieve high levels of customer satisfaction, CSAT, and attrition targets.
• Develop and implement effective strategies to reduce shrinkage and improve overall team performance.
• Collaborate with cross-functional teams to resolve complex issues and drive business growth through innovative solutions.
• Analyze data to identify trends, opportunities for improvement, and areas for cost reduction.

Job Requirements :

• 4-10 years of experience in BPO operations or similar industry.
• Proven track record in managing teams towards achieving CSAT goals with minimal shrinkage.
• Strong understanding of BPO operations, including process improvements and cost optimization initiatives.
• Excellent communication, leadership, and problem-solving skills.