Team Leader

Concentrix · IT Services & Consulting

IND Hyderabad - Unit No. 601, 6th Flr, Maximus Building 2A
On-site
Posted today
Apply by 15 Oct
Operations & Supply Chain

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About the job

Job Title:

Team Leader

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.

Responsibilities:

Responsible to meet all agreed client SLAs and performance parameters

Provide support to the team by acting as the first line of escalation for customer related queries in order to provide exceptional customer service

Develop strong interpersonal relationships with the team, to cohesively bond them together with the Customer and integrate them with the vision and core values of the Customer

To embody the spirit of excellence through team building, able leadership and sound people management skills

Identify areas of concern and under performance and take corrective measures

Responsible for development of team members- team motivation, up-skilling- career development

Provide hands-on assistance, share information proactively and troubleshoot for the team in case of problems, both through direct intervention and mentoring

Single point of contact for the team and the senior management through effective communication on key deliverables

Ensure quality reporting and work with the Operation Manager to build a highly effective measurement and reward system based on data

Responsible for Customer/client interaction

Assist in scheduling and time management

Allocate work and prioritize

Perform real time monitoring

Evaluate and coordinate operational, administrative, IT and HR issues for the team

Forward non- resolvable issues to the Operations Manager

Team specific attrition and absenteeism management

Team member performance management and identification of training opportunities

Desired Skills:

Team development

Good excel skills

Ability to manage Team Performance

Ability to impart effective feedback

Ability to work in a 24/7 shift environment.

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.

Location:

IND Hyderabad - Unit No. 601, 6th Flr, Maximus Building 2A

Language Requirements:

Time Type:

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