Customer Service and Support Location Kolkata India Job Title Team Leader Operations 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 to meet all agreed client SLAs and performance metrics Responsible for Innovation Analytics of existing data to enhance performance 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 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 Perform real time monitoring Evaluate and coordinate operational administrative IT and HR issues for the team Team specific attrition and absenteeism management Team member performance management and identification of training opportunities Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction Responsible for following agreed execution governance model escalation communication plans Manage overall personnel performance and discipline Provide direction to staff ensure resolution of problems Provide expertise and leadership in assigned functional area Identify and drive continuous improvement and initiatives in the process To ensure that all internal customer queries are followed up on a timely basis To be the Key contact for all problems and queries with specific business assigned Manage a team of at least 18-20 executives Ensure staff engagement and motivation at all times Educational Qualification Graduation Key Skills and knowledge Excellent Customer Service acumen with upselling skills Customer experience driven with retention Well versed with the Technology industry Solid oral and written communication skills 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 Ability to lead team members multi-tasking prioritization and meeting timelines of deliverables Ability to mentor coach and provide direction to team members Willingness to work in a flexible schedule 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 Kolkata - Candor TechSpace Plot number 1 2 3 3 1 Language Requirements Time Type Full timeIf you are a California resident by submitting your information you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents

📌 Team Leader, Operations (West Bengal)
🏢 Concentrix
📍 West Bengal