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.
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
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.
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