Team Leader - Thane

Concentrix; Thane; On-site; INR 550,000 - 850,000; Full time

Job summary

Concentrix Pune seeks a Team Leader, Operations with 2-4 years of experience to supervise a group of call center associates, monitor attendance, and ensure adherence to policy and legal requirements.

You will coach the team to deliver high performance, address performance gaps, and ensure KPIs and financial targets are met. You will handle escalations, lead meetings, and stay updated on internal processes through required training.

Qualifications

• Associate's degree in a related field.
• 2–4 years of experience in team supervision.
• Strong communication skills and leadership abilities.

Responsibilities

• Supervise daily activities of call center associates, monitor work and attendance per policy.
• Coach team members to deliver high performance and improve results.
• Identify performance gaps, plan improvements, and implement corrective actions.
• Ensure service meets KPI targets and financial expectations.
• Communicate expectations and provide timely updates to the team.
• Handle escalated calls as needed and provide SME guidance.
• Conduct team meetings and organize team activities.
• Stay updated on internal processes and attend required training.

Skills

Team Leadership

Coaching

Performance Management

Communication

Mentoring

Multi-tasking

Prioritization

Education

Associate's degree

Job description

ROLE : Team Leader, Operations

DESIGNATION: Team Leader, Operations

LOCATION: Pune

YEARS OF EXPERIENCE: 2-4 Years

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

• Ensure compliance with regulatory and company policies Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments.
• Coordinates and supervises the daily activities of business or technical support or production team members.
• In charge of handling single and medium-sized line of business.
• Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager.
• Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback.
• Typically, does not spend more than 20% of time performing the work supervised.
• Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.
• 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

• Associate's degree in a related field

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.'