Team Leader, Operations

Concentrix Daksh Services India Private Limited; Gurugram District; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Concentrix Daksh Services India Private Limited in Gurugram is seeking a Team Leader, Operations to supervise a group of call center associates and drive performance. You will coach, motivate and ensure SLA delivery, maintain high employee and customer satisfaction, and guide the team to meet quality and productivity goals.

The role requires strong leadership, communication, and the ability to manage 18–25+ executives while collaborating with cross-functional teams across locations.

Qualifications

• Must be able to coach and develop team members to achieve performance targets.
• Strong leadership and people-management capabilities.
• Excellent written and verbal communication skills.

Responsibilities

• Supervise day-to-day operations of a group of call center associates.
• Ensure SLA delivery and high levels of employee and customer satisfaction.
• Follow governance, escalation, and communication plans.

Skills

Coaching

Team leadership

Communication

Multi-tasking

Problem solving

Mentoring

Job description

Team Leader, Operations

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.

Key Responsibilities

• Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction.
• Responsible for following agreed execution governance model, escalation & communication plans.
• Ensure team members achieve agreed work standards.
• Manage overall personnel performance and discipline.
• Provide direction to staff, ensure resolution of problems.
• Evaluation of operational practices and procedures.
• Provide expertise and leadership in the assigned functional area.
• Establish and maintain a working environment conducive to positive morale, individual style, quality, creativity and team work.
• Identify and drive continuous improvement and initiatives in the process.
• Coach & mentor team members enabling them to effectively lead their teams.
• To ensure that all internal customer queries are followed up on a timely basis.
• Collaborate with internal teams, inter departments, cross functions across locations.
• Manage a team of at least 18-25+ executives Always ensure staff engagement and motivation.

Desired Skills

• 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 Excellent oral and written communication skills (B2 Versant level); Ability to effectively present information to internal and external stakeholders Ability to mentor, coach and provide direction to a team of employees Willingness to work in a flexible schedule – 24*7

Location

Location: IND Gurugram - Ground Flr to 9th Flr JSK Tower situated on Plot No 13 Sector 32

Time Type

Full time

Mission

Hi, we're Concentrix.

Company Overview

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. 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.

EEO Statement

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.