Job Title:
Sr. Team Leader, Operations

Job Description:
The Sr Team Leader is responsible for the day-to-day supervision of a group of call center associates and serves as a mentor and coach to a group of Team Leaders. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability of both associates and team leaders.

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:
- Draft and send personalized developer communications — not canned responses — reflecting each developer's compliance history, app type, and ecosystem context.
- Ensure pre-defined quality key performance indicators (KPIs) and SLA are met.
- Review output and quality of AI agent Tier 1 work (sending reminders, answering low complexity questions, providing education)



and focus SME attention on Tier 2 work (human touch support for developers, debugging, and troubleshooting of more complex issues).
- Monitor the full assessment lifecycle for assigned BoB accounts: proactively identify upcoming deadlines, ensure developers are notified and prepared, and provide cyclical support through to resolution.
- Interpret reviewer feedback and provide transparent, actionable guidance to developers; escalate unclear or inconsistent feedback and follow through to resolution.
- Maintain accurate compliance records in the Outreach Tracker and other designated tools, monitoring outreach dates, submission status, RFI and violation details, and key partner contacts.
- Guide developers in navigating developer-facing tools, dashboards, and devkits, including helping them locate privacy requirements, understand submission workflows, request extensions, and report bugs on their behalf.
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📌 Sr. Team Leader, Operations (Gurugram)
🏢 Concentrix
📍 Gurugram