Job Title:
Team Leader
Job Description
The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.
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.
The Team Lead will oversee a team of contact center agents handling patient inquiries, appointment scheduling, insurance verification, and triage support. This role is responsible for team performance, ensuring strict adherence to healthcare regulations, maintaining quality standards and fostering an empathetic, patient-first culture.
Role and Key Responsibilities:




· Responsible for the day-to-day supervision of a group of call centre associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
· Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly target
· 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
· Provide subject matter expertise in handling escalated customer calls as needed
· Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
· Stay current on internal work processes, policies and procedures. Attend required manager development training
· Promote the Concentrix values

📌 Team Leader (Mumbai)
🏢 CNX
📍 Mumbai