Role: Team Leader, Operations

DESIGNATION: Team Leader, Operations

LOCATION: Bangalore

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:
- Lead Team Members, foster their career development and growth via effective coaching and communication and promote teamwork and cooperation
- Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved
- 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 and changes




- Provide subject matter expertise in handling escalated customer calls as needed
- Manage team metrics and retention goals. Participate in discussions about reasons for attrition and root cause. Team with Site Leadership to develop actions to reduce attrition where possible. Provide feedback to team members on both call coaching and other daily performance and behavioral activities
- Stay current on internal work processes, policies and procedures. Attend required manager development training
- Supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
- Complete shift-wide projects that aim to increase productivity, quality or other KPI
- Promote the Company's values through both behavior and attitude, including being an advocate for your team members
- Drive sales targets and deliver quarterly goals while being aligned wit

📌 Operations Team Lead (Pune)
🏢 Concentrix
📍 Pune