Job Title:
Team Leader, Operations
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:
- Supervise day-to-day operations of a team of voice process associates, ensuring adherence to performance metrics through coaching, motivation, and accountability.
- Monitor work and attendance in accordance with organizational policies and legal requirements.
- Provide effective coaching to direct reports to ensure consistent high performance.
- Identify performance-related issues, develop improvement plans, and implement corrective actions.
- Ensure service delivery meets contractual Key Performance Indicators (KPIs) and financial expectations.
- Handle escalated customer calls and provide subject matter expertise.
- Conduct team meetings to communicate updates and encourage feedback.




- Organize team activities and foster engagement.
- Stay updated on internal processes, policies, and procedures.
- Attend required leadership and development training.
- Promote CNX values—“Walk the talk” and lead by example.

Key Skills and Knowledge:
- Associate's degree in a related field with 2–4 years of relevant experience preferred.
- Prior experience in a voice process (inbound/outbound/customer service/sales).
- Strong understanding of voice metrics such as AHT, CSAT, FCR, call quality, service levels, and shrinkage.
- Knowledge of absenteeism, attrition, and workforce management.
- Ability to coach and develop team members to meet performance expectations.
- Robust oral communication and listening skills.
- Ability to lead, multitask, prioritize, and meet deadlines.
- Experience in handling escalations and driving resolution.
- Willingness to work in a flexible schedule.
- Minimum one year of expe

📌 Team Leader, Operations (Bengaluru)
🏢 Concentrix
📍 Bengaluru