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.

Responsibilities:

· Responsible to meet all agreed client SLAs and performance parameters
· Provide support to the team by acting as the first line of escalation for customer related queries in order to provide exceptional customer service
· Develop solid interpersonal relationships with the team, to cohesively bond them together with the Customer and integrate them with the vision and core values of the Customer
· To embody the spirit of excellence through team building, able leadership and sound people management skills




· Identify areas of concern and under performance and take corrective measures
· Responsible for development of team members- team motivation, up-skilling- career development
· Provide hands-on assistance, share information proactively and troubleshoot for the team in case of problems, both through direct intervention and mentoring
· Single point of contact for the team and the senior management through effective communication on key deliverables
· Ensure quality reporting and work with the Operation Manager to build a highly effective measurement and reward system based on data
· Responsible for Customer/client interaction
· Assist in scheduling and time management
· Allocate work and prioritize
· Perform real time monitoring
· Evaluate and coordinate operational, administrative, IT and HR issues for the team
· Forward non- resolvable issues to the Operations Manager
· Team specific attri

📌 Team Leader (Hyderabad)
🏢 CNX
📍 Hyderabad