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.Role and Key Responsibilities:
Responsible for the day-to-day supervision of a group of call center or back-office 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 deliveryweekly
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
Key skills and knowledge:
Associate's degree in related field with two to four years of relevant experience preferred
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 oral and written communication skills
Ability to lead team members, multi-tasking, prioritization and meeting timelines of deliverables
Ability to mentor, coach and provide direction to team members
Passionate about power tools, hardware etc.
Willingness to work in a flexible schedule
Manage the employment status of call center associates and participate in the transfer, promotions or regularization of call center associates, which is necessary before any such employee-movement is made
Exercises independent judgment and discretion in the performance of the said main function to implement management policies
Exercises authority to manage the employment status of a group of employees (firing, promotion, regularization, etc.) including identifying and addressing misconduct, policy and process violations of call center associates
Stay current on internal work processes, management policies and procedures and ensures implementation of the same Implement management policies
Support and manage the program together with other Team Leaders and Managers
Providing input for selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements
Manage team members on their performance on a regular basis and write and deliver performance appraisals.
The Team Leader’s role is a managerial level position, a position reposed with trust and confidence.
Education: Graduates 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 - Amar Tech Centre S No.30/4A 1
Language Requirements:
Time Type:
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