Sr Team Leader Operations

ROLE: Sr Team Leader Operations

DESIGNATION: Sr Team Leader Operations

LOCATION: Gurgaon
YEARS OF EXPERIENCE: 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.

Essential Functions/Core Responsibilities:

• Lead Team Members foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation
• Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved
• 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 and changes
• Provide subject matter expertise in handling escalated customer calls as needed
• Manage team metrics and retention goals. Participate in discussions about reasons for attrition and root cause. Team with Site Leadership to develop actions to reduce attrition where possible. Provide feedback to team members on both call coaching and other daily performance and behavioral activities
• Stay current on internal work processes policies and procedures. Attend required manager development training
• Supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Complete shift-wide projects that aim to increase productivity quality or other KPI
• Promote the Company's values through both behavior and attitude including being an advocate for your team members

Candidate Profile

• Associate's degree in related field with four to six years of experience (with at least one year of Progressive Management Experience) preferred
• Strong communication skills both written and verbal
• Demonstrated ability to lead team in multi-tasking prioritization and meeting timelines on deliverables
• Demonstrated ability to mentor coach and provide direction to a team of employees
• Work well under pressure and follow through on items to completion
• Willingness to work a flexible schedule

Education Qualification: Graduate- mandatory

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.'

Required Skills:

Team Leadership Coaching Communication skills Multi-tasking Prioritization Meeting timelines Mentoring Performance management Employee retention Root cause analysis Call center supervision KPI management Performance improvement Customer service escalation handling Shift project management Attendance monitoring Policy enforcement Flexible scheduling