Team Leader

cnx; Pune District; On-site; INR 450,000 - 650,000; Full time

Job summary

Concentrix in Pune seeks a Team Leader, Operations to supervise a group of call centre associates, drive performance against KPIs, ensure attendance compliance, and provide coaching and accountability to sustain service levels.

You will mentor direct reports, conduct regular performance reviews, handle escalations, organize team meetings, stay current with processes, and act as an advocate for your team while upholding Concentrix values.

Qualifications

• Associate's degree with two to four years of relevant experience preferred.
• Strong communication skills, both written and verbal.
• Ability to lead a multi-tasking team and meet timelines.
• Willingness to work a flexible schedule.

Responsibilities

• Supervise a group of call centre associates daily, monitoring work and attendance.
• Coach direct reports regularly to achieve performance metrics.
• Identify performance issues and implement corrective actions up to termination if needed.
• Ensure service meets KPIs and financial expectations.
• Conduct team meetings and communicate updates; organize team activities.
• Handle escalated calls as needed and stay updated on internal processes.
• Promote company values and advocate for team members.

Skills

Team leadership

Coaching

Communication

Multi-tasking

Prioritization

Mentoring

Education

Associate's degree

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

Language Requirements:

Time Type: