Role: Team Leader

DESIGNATION: Team Leader Operations

LOCATION: Chennai

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:
Meet and exceed performance metric: External & Internal Operations and Quality metrics to be consistently green
Monitor CMS & associated equipments proactively using Tools provided to ensure high levels of efficiency
Understand and drive metric improvement across the process
Work collaboratively with other departments / peers / Superiors
Drive Innovation, Automation & Process Improvement Initiatives in the team and the process
Ensure consistency through calibrations amongst SMEs & QAs, ensure scores are calibrated with client
Lead a team's available resources in order to deliver quality service to customers in line with the agreed service standards
Extensive knowledge of e-commerce customer support business in managing inbound calls, live chats and email queries
Evaluate and coordinate operational, administrative,



IT and HR issues for the team
Team specific attrition and absenteeism management
Identify and drive continuous improvement and initiatives in the process

Key Skills and knowledge:
Robust verbal and written communication skills
The incumbent to be open to work in night shifts with rotational week offs
Prior experience working with North American clients
Adequate knowledge of Retail & e-Commerce and online shopping
Experience in handling inbound and outbound calling queues preferred
Valuable problem solving and analytical skills
Solid Presentation skills
Ability to mentor, coach and provide direction to team members.
Highly motivated individual with skills to develop and coach team members to achieve performance expectations.

Qualification: Graduation.

Disclaimer:-

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.

📌 Operations Team Lead Chennai (India)
🏢 Concentrix
📍 India