Call Apoorva (phone hidden)

Olin (phone hidden)

Job Title:

Team Leader, Operations

Job Description

Role and key responsibilities:

• 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.

• Work and attendance monitoring in accordance with organization policy and applicable legal requirements

• Regularly impart effective coaching to direct reports, ensuring consistent high performance delivery

• Identify performance related issues, develop an action plan for improvement and implement corrective actions

• 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 programs

• Promote the Concentrix values- "Walk the Talk" and lead by example

Minimum skills & knowledge:

• Associate 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 under pressure and follow through on items to completion

• Solid oral and written communication skills

• 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

Educational Qualification : Graduation/ Undergraduate

📌 Team Lead (Bengaluru)
🏢 Ignites Human Capital
📍 Bengaluru