Team Leader Operations

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 eng agement 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:

 

• Managing a team of 20-25 associates

• Meet and exceed SLA targets

• Understand operational metrics & have governance to ensure no misses

• Drive performance and exceed the expectations

• Attend weekly and monthly reviews with Internal Stakeholders and Client

• Actively involved in client calls & manage client needs

• Monitor production, efficiency, and schedule adherence tool to ensure high levels of efficiency

• Establish cross skilling plan for the agents

• Develop the team members by providing necessary support and guidance and nominate them for different OD trainings

• Work closely with the team to ensure timely feedback is provided

• Create good engagement levels with team members and reduce attrition numbers

• Handle escalations (team and client)

• Ensure complete participation and contribution in organization/process level initiatives (e.g., Absenteeism, Attrition control) that may be implemented from time to time to improve efficiency

• Achieve stretch targets and make decisions as well as manage complex/ difficult employee situations

• Work as a Single point of contact for all non-operations departments and identify, evaluate & coordinate operational, Admin, IT and HR issues

• Make appropriate recommendations and adjustments to leverage resources, skill changes, post Overtime, or escalate as required

• Ensure leaves for the team are planned so that productivity is not affected

• Coaching and feedback to mid and bottom quartile agents

• Mentoring top quartile performers

• Data collection and analysis of team performance parameters

• Contribute to process improvements and innovation

 

Key Skills and knowledge:

 

• Good communication and Analytical skills

• Planning and prioritization of schedule adherence

• Proficient with MS Office (Word, Power point and Excel)

• Flexible to work in Shifts

• Ability to motivate under-performers to improve and excel

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.'

Location:

IND Pune - 4th Floor Poloroche Business Avenue

Language Requirements:

Time Type:

Full time

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