Team Leader, Operations Voice Process

Concentrix; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Concentrix is seeking a Team Leader to supervise a voice process team in Bengaluru. You will coach members, monitor attendance, and ensure KPI-driven service delivery while handling escalations and promoting CNX values.

The role requires a graduation-level education, with preference for an associate's degree and prior voice process leadership. A flexible schedule and ongoing leadership development are expected.

Qualifications

• Associate's degree in a related field with 24 years of relevant experience preferred.
• Prior experience in a voice process (inbound/outbound/customer service/sales).
• Strong understanding of voice metrics such as AHT, CSAT, FCR, call quality, service levels, and shrinkage.
• Knowledge of absenteeism, attrition, and workforce management.
• Ability to coach and develop team members to meet performance expectations.
• Strong oral communication and listening skills.
• Ability to lead, multitask, prioritize, and meet deadlines.
• Experience in handling escalations and driving resolution.
• Willingness to work in a flexible schedule.
• Minimum one year of experience as a Team Leader in a voice process.

Responsibilities

• Supervise day-to-day operations of a team of voice process associates, ensuring adherence to performance metrics through coaching, motivation, and accountability.
• Monitor work and attendance in accordance with organizational policies and legal requirements.
• Provide effective coaching to direct reports to ensure consistent high performance.
• Identify performance-related issues, develop improvement plans, and implement corrective actions.
• Ensure service delivery meets contractual KPIs and financial expectations.
• Handle escalated customer calls and provide subject matter expertise.
• Conduct team meetings to communicate updates and encourage feedback.
• Organize team activities and foster engagement.
• Stay updated on internal processes, policies, and procedures.
• Attend required leadership and development training.
• Promote CNX valuesWalk the talk and lead by example.

Skills

Voice process experience

Coaching

Leadership

Communication

Metrics knowledge

Workforce management

Priority & multitasking

Conflict resolution

Flexibility

Team supervision

Education

Graduation

Associate's degree in related field

Job description

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:

• Supervise day-to-day operations of a team of voice process associates, ensuring adherence to performance metrics through coaching, motivation, and accountability.
• Monitor work and attendance in accordance with organizational policies and legal requirements.
• Provide effective coaching to direct reports to ensure consistent high performance.
• Identify performance-related issues, develop improvement plans, and implement corrective actions.
• Ensure service delivery meets contractual Key Performance Indicators (KPIs) and financial expectations.
• Handle escalated customer calls and provide subject matter expertise.
• Conduct team meetings to communicate updates and encourage feedback.
• Organize team activities and foster engagement.
• Stay updated on internal processes, policies, and procedures.
• Attend required leadership and development training.
• Promote CNX valuesWalk the talk and lead by example.

Key Skills and Knowledge:

• Associate's degree in a related field with 24 years of relevant experience preferred.
• Prior experience in a voice process (inbound/outbound/customer service/sales).
• Strong understanding of voice metrics such as AHT, CSAT, FCR, call quality, service levels, and shrinkage.
• Knowledge of absenteeism, attrition, and workforce management.
• Ability to coach and develop team members to meet performance expectations.
• Strong oral communication and listening skills.
• Ability to lead, multitask, prioritize, and meet deadlines.
• Experience in handling escalations and driving resolution.
• Willingness to work in a flexible schedule.
• Minimum one year of experience as a Team Leader in a voice process.

Education:

Graduation