Team Leader, Operations

Concentrix Technologies (India) Private Limited; Bengaluru; On-site; INR 700,000 - 1,000,000; Full time

Job summary

Concentrix Technologies (India) Private Limited in Bengaluru is seeking a proactive Team Leader to supervise a voice process team, ensuring targets are met through coaching and KPI management.

You will drive performance through attendance monitoring, escalations handling, and engaging leadership, while upholding CNX values and policies.

Qualifications

• 2–4 years of relevant experience preferred.
• Prior experience in a voice process (inbound/outbound/customer service/sales).
• Strong understanding of voice metrics (AHT, CSAT, FCR, call quality).
• Knowledge of absenteeism, attrition and workforce management.
• Ability to coach and develop team members to meet performance expectations.

Responsibilities

• Supervise day-to-day operations of a voice process team, ensuring adherence to performance metrics.
• Monitor work and attendance as per policies and legal requirements.
• Provide effective coaching to direct reports to drive high performance.
• Identify performance issues, create improvement plans, and implement actions.
• Ensure service delivery meets contractual KPIs and financial targets.
• Handle escalated customer calls and provide subject matter expertise.
• Lead team meetings and foster engagement and feedback.
• Stay updated on internal processes, policies, and procedures.

Skills

Team leadership

Voice process experience

Coaching

Performance metrics

Communication

Multitasking

Flexible schedule

Education

Associate's degree

Job description

Job Title: Team Leader, Operations

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:

• Supervise day-to-day operations of a team of voice process associates, ensuring adherence to performance metrics through coaching, motivation, and accountability.
• Monitor work and attendance in accordance with organizational policies and legal requirements.
• Provide effective coaching to direct reports to ensure consistent high performance.
• Identify performance-related issues, develop improvement plans, and implement corrective actions.
• Ensure service delivery meets contractual Key Performance Indicators (KPIs) and financial expectations.
• Handle escalated customer calls and provide subject matter expertise.
• Conduct team meetings to communicate updates and encourage feedback.
• Organize team activities and foster engagement.
• Stay updated on internal processes, policies, and procedures.
• Attend required leadership and development training.
• Promote CNX values- “Walk the talk” and lead by example.

Key Skills and Knowledge:

• Associate's degree in a related field with 2-4 years of relevant experience preferred.
• Prior experience in a voice process (inbound/outbound/customer service/sales).
• Strong understanding of voice metrics such as AHT, CSAT, FCR, call quality, service levels, and shrinkage.
• Knowledge of absenteeism, attrition, and workforce management.
• Ability to coach and develop team members to meet performance expectations.
• Strong oral communication and listening skills.
• Ability to lead, multitask, prioritize, and meet deadlines.
• Experience in handling escalations and driving resolution.
• Willingness to work in a flexible schedule.
• Minimum one year of experience as a Team Leader in a voice process.

Education:

• Graduation 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:

• India Bangalore - Divyashree

Mission:

Time Type: Full time 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 design brand-defining experiences. The technologists & engineers who build smarter 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.