Team Leader, Operations

Concentrix Experts Colombia S.A.S.; Hyderabad; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Concentrix Experts Colombia S.A.S. in Hyderabad, India seeks a Team Leader, Operations to supervise a group of call center associates, coach and drive high performance, and ensure KPIs and SLAs are met. You will monitor attendance, allocate tasks and mentor agents while maintaining compliance and data security.

The role requires a Graduate or Associate's degree with 2–4 years of relevant experience, strong communication, and the ability to lead under pressure with flexible scheduling.

Qualifications

• Associate's degree with 2–4 years of relevant experience preferred.
• Motivated with ability to coach and develop team.
• Thrive under pressure and follow through on items to completion.
• Strong written and verbal communication skills.
• Ability to lead team members in multitasking, prioritization, and meeting timelines.
• Ability to mentor, coach and provide direction to team members.
• Willingness to work in a flexible schedule.

Responsibilities

• Supervise a group of call center associates including work and attendance monitoring.
• Regular coaching to team members to enable high-performance delivery.
• Identify performance issues, develop action plans and implement corrective action.
• Ensure services meet KPIs and financial expectations.
• Communicate expectations to employees and provide timely updates.
• Provide expertise in handling escalated customer calls as needed.
• Conduct team meetings and organize team activities.
• Stay current on internal processes and complete required training.
• Promote CNX values by leading by example.
• Supervise chat support, allocate tasks, monitor performance and adhere to SLAs.
• Conduct regular team huddles to share updates and resolve blockers.
• Motivate and mentor team members to improve productivity and quality.
• Maintain shift schedules and staffing coverage.
• Track KPIs: First Response Time, Resolution Time, CSAT, and Quality Scores.
• Review interactions for accuracy and compliance; provide constructive feedback.
• Ensure data security and confidentiality; implement corrective actions.
• Prepare daily/weekly/monthly performance reports.
• Analyze trends and recommend process improvements; share feedback with stakeholders.

Skills

Coaching

Team leadership

Performance monitoring

Communication skills

Mentoring

Multitasking

Time management

Flexible schedule

Education

Associate's degree

Graduate

Job description

Job Title:

Team Leader, Operations

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 center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Regularly impart effective coaching to team members, enabling consistent high-performance delivery
• Identify performance related issues, develop an action plan for improvement, and implement corrective action
• 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 CNX values- walk the talk and lead by example

Team Management & Leader ship

• Supervise a team of chat support executives handling Customer queries.
• Allocate tasks, monitor performance, and ensure adherence to SLAs (Service Level Agreements).
• Conduct regular team huddles to share updates, resolve blockers, and reinforce best practices.
• Motivate and mentor team members to improve productivity and quality.

Operational Oversight

• Ensure smooth day-to-day functioning of chat and email operations.
• Monitor queue volumes, response times, and escalation handling.
• Maintain shift schedules and ensure adequate staffing coverage.
• Track KPIs such as First Response Time, Resolution Time, CSAT (Customer Satisfaction), and Quality Scores.

Quality & Compliance

• Review chat and email interactions for accuracy, professionalism, and compliance with process guidelines.
• Provide constructive feedback and coaching to agents.
• Ensure adherence to data security, confidentiality, and compliance standards.
• Implement corrective actions for process deviations.

Reporting & Analytics

• Prepare daily/weekly/monthly performance reports for management.
• Analyze trends in customer queries, escalations, and agent performance.
• Recommend process improvements based on data insights.
• Share actionable feedback with stakeholders to enhance customer experience.

Desired Skills:

• 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 members multi-tasking, prioritization, and meeting timelines of deliverables
• Ability to mentor, coach and provide direction to team members
• Willingness to work in a flexible schedule

Educational Qualification:

Graduate

Location:

IND Madhapur - Unit No. 601, 6th Flr, Maximus Building 2A at Mindspace, Hitec City

Time Type:

Full time