Job Title:
Team Leader, Operations
Job Description
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:
• Supervise day-to-day operations of a team of voice process associates, ensuring adherence to performance metrics through coaching, motivation, and accountability.

• Monitor work and attendance in accordance with organizational policies and legal requirements.

• Provide effective coaching to direct reports to ensure consistent high performance.

• Identify performance-related issues, develop improvement plans, and implement corrective actions.

• Ensure service delivery meets contractual Key Performance Indicators (KPIs) and financial expectations.

• Handle escalated customer calls and provide subject matter expertise.

• Conduct team meetings to communicate updates and encourage feedback.





• Organize team activities and foster engagement.

• Stay updated on internal processes, policies, and procedures.

• Attend required leadership and development training.

• Promote CNX values—“Walk the talk” and lead by example.

Key Skills and Knowledge:
• Associate's degree in a related field with 2–4 years of relevant experience preferred.

• Prior experience in a voice process (inbound/outbound/customer service/sales).

• Robust understanding of voice metrics such as AHT, CSAT, FCR, call quality, service levels, and shrinkage.

• Knowledge of absenteeism, attrition, and workforce management.

• Ability to coach and develop team members to meet performance expectations.

• Solid oral communication and listening skills.

• Ability to lead, multitask, prioritize, and meet deadlines.

• Experience in handling escalations and driving resolution.

• Willingness to work in a versatile schedule.

• Minim

📌 Team Leader, Operations Bengaluru
🏢 CNX
📍 Bengaluru