Team Leader, Operations

Concentrix India Private Limited; Hyderabad; Vor Ort; INR 600.000 - 900.000; Vollzeit

Zusammenfassung

Concentrix is seeking a Team Leader, Operations in Hyderabad to supervise a group of call center associates, coach on performance, attendance, and accountability to ensure KPIs are met. You will also monitor service levels, provide timely updates, and apply corrective actions to improve outcomes.

The role requires hands-on leadership, effective communication, and the ability to manage scheduling, escalations, and team development while upholding data security and compliance standards.

Qualifikationen

• Associate's degree in related field with two to four years of relevant experience preferred.
• Strong communication skills, both written and verbal.
• Ability to lead team members multi-tasking, prioritization, and meeting timelines of deliverables.
• Willingness to work in a flexible schedule.

Aufgaben

• Supervise day-to-day activities of a group of call center associates.
• Provide coaching to team members to enable high-performance delivery and accountability.
• Identify performance issues, develop action plans, and implement corrective actions.
• Ensure service levels and KPIs are met and communicate expectations to employees.

Kenntnisse

Coaching

Communication

Leadership

Team mentoring

Ausbildung

Graduate

Jobbeschreibung

Job Title: 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.

Location

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

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 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.

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 & Leadership

• 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

• 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

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.'

EEO/DEI Statement

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