Role: Team Leader, Operations

DESIGNATION: Team Leader, Operations

LOCATION: Pune

YEARS OF EXPERIENCE: 4 YEARS

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:

The Team Leader plays a pivotal role in driving operational excellence, ensuring compliance with client expectations, and fostering a high-performance culture. This role demands agility, accountability, and a proactive approach to managing people, processes, and performance metrics.

1. Operational Excellence & Performance Management
- Monitor daily team performance against KPIs and SLAs (e.g., AHT, Quality, Productivity, NPS, Release Rate).
- Conduct regular performance reviews and implement corrective action plans for underperformers.
- Ensure timely and accurate reporting of metrics to internal and client stakeholders.




- Drive initiatives to improve efficiency, reduce errors, and enhance service delivery with detailed action plans and managing the BQ performance improvement.
- Presentation Skills mandate, Analysis Why why analysis and basic quality tools knowledge
- Basic definition and calculation logics

2. Client & Stakeholder Management
- Act as the primary point of contact for client / internal communications related to team performance, escalations, and updates.
- Participate in client calls, reviews, and governance meetings.
- Ensure client expectations are met or exceeded through proactive issue resolution and continuous improvement.
- Share insights and feedback from clients with internal teams to align strategies.

3. People Management & Development
- Lead, coach, and mentor a team of associates to foster engagement and growth.
- Conduct one-on-one sessions, skip-level meetings, and team huddles to maintain open com

📌 Operations Team Lead (Pune)
🏢 Concentrix
📍 Pune