Team Leader, Operations

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

Job summary

Concentrix is seeking a Team Leader, Operations in Thane to supervise a group of call center associates and drive performance metrics. The role focuses on coaching, attendance monitoring, and ensuring adherence to policies while meeting contractual KPIs.

You will coach the team weekly, identify performance gaps, and implement corrective actions up to termination. The position requires a sales background and the ability to lead in a fast-paced environment.

Qualifications

• Must have experience coaching and developing a sales-focused team.
• Strong written and verbal communication essential for frontline leadership.
• Ability to drive performance metrics and coach for weekly targets.
• Flexible schedule and ability to handle escalating calls when needed.

Responsibilities

• Oversee day-to-day supervision of call center associates and monitor attendance as per policies.
• Coach direct reports regularly to ensure KPI targets are met.
• Identify and address performance issues; implement corrective actions up to termination.
• Ensure service levels meet contractual KPIs and financial expectations.
• Communicate expectations and provide timely updates to the team.
• Provide SME support on escalated calls when required.
• Lead team meetings and organize activities; stay updated on processes and policies.

Skills

Coaching

Communication

Leadership

Sales

Time management

Multitasking

Mentoring

Education

Associate's degree

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.

Your key priorities and responsibilities include:

• 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
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
• 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
• 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 the Concentrix values through both behavior and attitude, including being an advocate for team members

Candidate Profile

• Associate's degree in related field with two to four years of relevant experience preferred
• Candidate should be from a sales background.
• 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
• Ability to mentor, coach and provide direction to a team of employees
• Willingness to work a flexible schedule

Disclaimers:-

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location:

IND Thane - 11th Floor G-Corp Tech Park Ghodbunder Road

Language Requirements:

Time Type:

Full time