Team Leader

CNX; Pune District; On-site; INR 600,000 - 800,000; Full time

Job summary

Concentrix is seeking a Team Leader in Pune to supervise a group of call center associates, coach for performance and ensure adherence to KPIs. The role emphasizes coaching, attendance monitoring and accountability in a fast-paced environment.

Candidates should have an Associate’s degree in a related field with 2–4 years’ experience, strong communication skills, and the ability to lead a team through multi-tasking while meeting deadlines. Flexibility in schedule is preferred.

Qualifications

• Associate’s degree in related field with 2–4 years of relevant experience preferred.
• Strong communication skills, both written and verbal.
• Ability to lead a team in multi-tasking, prioritization and meeting timelines.

Responsibilities

• Supervise day-to-day operations of a group of call centre associates, monitor attendance and work in line with policy.
• Coach direct reports regularly to meet performance metrics.
• Identify performance issues and create improvement action plans, up to termination if needed.
• Ensure service levels meet KPIs and financial targets; communicate expectations and updates.
• Provide subject matter expertise for escalated calls; conduct team meetings; stay updated on internal processes and policies.

Skills

Coaching

Team Leadership

Communication

Multi-tasking

Mentoring

Flexible schedule

Education

Associate’s degree in related field

Graduate

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.

Role andKey Responsibilities:

• Responsible for the day-to-day supervision of a group of call centre associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
• 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
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
• Stay current on internal work processes, policies and procedures. Attend required manager development training
• Promote the Concentrix values through both behaviour and attitude, including being an advocate for team members

Candidate Profile :

• Associate’s degree in related field with two to four years of relevant experience preferred
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• Work well under pressure and follow through on items to completion
• Strong communication skills, both written and verbal
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
• Ability to mentor, coach and provide direction to a team of employees
• Willingness to work a flexible schedule

Educational Qualification: Graduate

Disclaimer: -

’Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.

Location:

IND Pune - Amar Tech Centre S No.30/4A 1