Job Description

Job Title:

Team leader

Job Description

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 andKey Responsibilities:
- Responsible for the day-to-day supervision of a group of call centre associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
- Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
- Identify performance related issues, develop an action plan for improvement, implement corrective action,



up to and including termination of employment
- 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 the Concentrix values through both behaviour and attitude, including being an advocate for team members

Candidate Profile :
- 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 und

📌 Team leader (Hyderabad)
🏢 Concentrix
📍 Hyderabad