Team Leader, Operations

Convergys; Thane; On-site; INR 450,000 - 650,000; Full time

Job summary

Concentrix is seeking a Team Leader, Operations for its Thane location to supervise a group of call center associates and drive performance metrics through coaching and accountability.

You will coach team members, monitor attendance, identify performance gaps, and ensure service levels meet KPIs while maintaining strong customer focus and process compliance.

Qualifications

• Associate's degree in related field; 2–4 years of relevant experience preferred.
• Candidate should come from a sales background with motivation to coach teams.
• Ability to work under pressure and ensure timely completion of tasks.
• Strong written and verbal communication skills.
• Ability to lead a team in multi-tasking, prioritization, and meeting deadlines.
• Mentor, coach and provide direction to a team of employees.
• Willingness to work a flexible schedule.

Responsibilities

• Oversee day-to-day supervision of a group of call center associates.
• Coach direct reports regularly to meet performance metrics.
• Identify performance issues and implement corrective actions up to termination.
• Ensure services meet contractual KPIs and financial targets.
• Communicate expectations and provide timely updates to the team.
• Provide subject-matter expertise on escalated calls as needed.
• Conduct team meetings and organize team activities.
• Stay updated on internal processes and policies.
• Attend required manager development training.
• Promote company values and act as an advocate for team members.

Skills

Sales experience

Team leadership

Communication

Mentoring

Time management

Education

Associate's degree in related field

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.

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

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