Team Leader

Convergys; Pune District; On-site; INR 420,000 - 650,000; Full time

Job summary

Concentrix is seeking a Team Leader, Operations in Pune to supervise a group of call centre associates and drive performance. You will coach staff regularly to ensure KPIs and service targets are achieved, manage attendance, and escalate issues when needed.

The role emphasizes leadership, coaching, and adherence to company policies in a fast-paced environment. The ideal candidate has a graduate-level degree with 2–4 years of relevant experience and a proven ability to mentor teams, communicate

Qualifications

• Graduate/Associate degree in related field is required.
• Two to four years of relevant experience preferred.
• Strong coaching, leadership and communication skills needed.
• Ability to mentor, coach and guide a team to meet targets.
• Willingness to work a flexible schedule.

Responsibilities

• Supervise a group of call centre associates on a day-to-day basis.
• Coach direct reports regularly to ensure KPIs are met.
• Identify performance issues and implement corrective actions.
• Ensure service levels align with contractual KPIs and financial targets.
• Communicate expectations and provide timely updates to the team.
• Hold team meetings and organize activities to maintain engagement.
• Stay current with internal policies and procedures and promote company values.

Skills

Coaching

Leadership

Communication

Team supervision

Performance management

Education

Graduate Associate's degree in related field

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 and Key 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 :

Educational Qualification: Graduate 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

Location:

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

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.