Role: Assistant Manager

DESIGNATION: Team Leader, Operations

LOCATION: Bangalore

YEARS OF EXPERIENCE: 3+ years, 1 + yrs as Team leader International preferred

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.

Essential Functions/Core Responsibilities

- Responsible for the day-to-day supervision of a group of call center 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
- 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 through both behavior and attitude, including being an advocate for team members
- Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations including upselling

Candidate Profile

- Associate's degree in related field with two to four years of relevant experience preferred
- Highly motivated individual with skills to develop and coach team members to achieve performance expectations
- Work well under pressure and follow through on items to completion
- Strong communication skills, both written and verbal
- Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
- Ability to mentor, coach and provide direction to a team of employees
- Willingness to work a versatile schedule
- Drive achievement of sales, revenue, conversion, and upsell/cross-sell targets while maintaining customer satisfaction and compliance requirements.
- Drive a culture of customer centricity, accountability, continuous improvement, and sales excellence within the team.
- Proven track record of managing teams delivering against sales and customer experience KPIs.
- Experience in managing both chat and voice support channels.
- Willingness and ability to work in US shift timings, including nights, weekends, and holidays as required by business needs.

Education Qualification: - Graduate

📌 Team Leader (Bengaluru)
🏢 Concentrix
📍 Bengaluru