Team Lead, Operations

Job Title:

Job Description

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:

• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance targets.
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching.
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.
• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
• Implement best practices, drive consistent performance, evaluate staffing needs, with input from BD and Client and adjust to meet changing requirements.
• Attend business reviews with the client.
• Provide direction and strategy to a team of technical support associates for operational success, strategic alignment and integration of activities.
• Lead, motivate, develop and appraise team members, coordinating their ongoing training and development in order to ensure that their individual and collective performance meets the required standard.
• Sole responsibility for managing process deliverables and defining tasks for team members.
• Accountable to meet the client defined KRA’s. Motivate and develop people, identify opportunities for cost savings and process enhancements

Key skills & knowledge:
 

• Domain knowledge of Chat and Backoffice Business
• Retail experience in building customer confidence, addressing service concerns and collecting niche trends as per category direction.
• Strong Interpersonal Skills and ability to interact effectively with stakeholders.
• Flexible, adaptable and demonstrate teamwork skills.
• Result & Process Oriented, Ability to handle stress and Ability to motivate.
• Ability to prioritize, meet deadlines, deliver stretch assignments.
• Proficient in MS Office. Good knowledge of Power point and Excel (including formulas and functions, pivot tables).
• Strong organizational skills, able to multitask effectively.
• Knowledge of Organizational structure, workflow and operating procedures
• Leadership, Analytical, People Management and Presentation skills
• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback.
• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal.
• Work well under pressure and follow through on items to completion while maintaining professional demeanor.
• Excellent oral and written communication skills. Ability to effectively present information to internal and external associates
• Demonstrated ability to mentor, coach and provide direction to team members.
• Willingness to work in a flexible schedule.

Education – Graduate

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.'

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