Essential Functions/Core Responsibilities:
- Responsible for the day-to-day supervision of a group of associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
- Facilitate regular team meetings to streamline communication, encourage feedback, and schedule/organize team activities.
- Provide subject matter expertise in handling escalated customer calls as needed
- Drive service performance to consistently hit contractual KPIs.
- Data analysis and making designated reports/presentations.
- Participating in internal & external calibrations to ensure quality alignment.
- Identify performance-related issues, perform coaching and feedback, and implement corrective action
- Communicate to heighten awareness and focus on the importance of positive customer experience
- Stay current on internal work processes, policies, and procedures.



Attend required manager development training
- Ensure that internal policies, procedures, and compliance regulations are being followed
- Promote the Concentrix values through both behavior and attitude, including being an advocate for team members

Desired skills:
- 4+ years of experience in Contact Centre
- Robust communication skills, both written and verbal
- Ability to lead team members, multi-tasking, prioritization and meeting timelines of deliverables
- 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
- Willingness to work in a flexible and evening schedule

📌 Operations Team Lead (Mumbai)
🏢 Concentrix
📍 Mumbai