Team Leader, Operations

CNX; Chennai District; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Concentrix is seeking a dynamic supervisor to lead a team of call center associates, coaching for performance and ensuring service levels align with KPIs and contractual commitments. You will coach direct reports, monitor metrics, and work with site leadership to address attrition and improve productivity.

The role requires strong communication, adherence to processes, and the ability to provide expert guidance on escalated calls, with a focus on team development and maintaining company values.

Responsibilities

• Lead Team Members, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation.
• Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved.
• 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 and changes.
• Provide subject matter expertise in handling escalated customer calls as needed.
• Manage team metrics and retention goals. Participate in discussions about reasons for attrition and root cause. Team with Site Leadership to develop actions to reduce attrition where possible.
• Provide feedback to team members on both call coaching and other daily performance and behavioral activities.
• Stay current on internal work processes, policies, and procedures. Attend required manager development training.
• Supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Complete shift-wide projects that aim to increase productivity, quality or other KPI.
• Promote the Company's values through both behaviour and attitude, including being an advocate for your team members.

Job description

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:

• Lead Team Members, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation.
• Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved.
• 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 and changes.
• Provide subject matter expertise in handling escalated customer calls as needed.
• Manage team metrics and retention goals. Participate in discussions about reasons for attrition and root cause. Team with Site Leadership to develop actions to reduce attrition where possible.
• Provide feedback to team members on both call coaching and other daily performance and behavioral activities.
• Stay current on internal work processes, policies, and procedures. Attend required manager development training.
• Supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Complete shift-wide projects that aim to increase productivity, quality or other KPI.
• Promote the Company's values through both behaviour and attitude, including being an advocate for your team members.

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.'

Concentrix is a global leader in technology and services, delivering integrated solutions that empower over 2,000 brands to tackle complex business challenges efficiently.

IT Services and IT Consulting Professional Services