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Team Leader, Operations

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Concentrix

16d ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    Business, Operations & Strategy
  • Mumbai

AI generated summary

  • You should have an associate degree, 2-4 years of experience, strong communication skills, ability to multitask, mentor others, and a willingness to work flexibly. A bachelor's degree is preferred.
  • You will supervise call center associates, coach for performance, address issues, ensure KPIs are met, handle escalated calls, communicate expectations, and facilitate team meetings and activities.

Requirements

  • Associate 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.
  • Excellent oral and written communication skills.
  • Ability to lead team members, multi-tasking, prioritization, and meeting timelines of deliverables.
  • Ability to mentor, coach and provide direction to team members.
  • Willingness to work in a flexible schedule.
  • Bachelor’s Degree.

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
  • Regularly impart effective coaching to direct reports, ensuring consistent high-performance delivery
  • Identify performance related issues, develop an action plan for improvement and implement corrective actions
  • 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

FAQs

What are the main responsibilities of the Team Leader, Operations?

The main responsibilities include supervising call center associates, providing coaching, monitoring performance metrics, identifying performance issues, ensuring service delivery meets KPIs, communicating expectations, handling escalated customer calls, conducting team meetings, and staying current on internal processes.

What qualifications are required for this position?

A Bachelor’s Degree is required, along with an associate degree in a related field preferred, and two to four years of relevant experience.

What skills are necessary for success in this role?

Key skills include leadership abilities, excellent communication skills, the ability to mentor and coach team members, strong multitasking and prioritization skills, and the capacity to work well under pressure.

Is previous experience in a call center environment required?

While not explicitly stated, relevant experience in a call center environment is preferred for this role.

What type of schedule can I expect as a Team Leader, Operations?

A flexible schedule is required for this position.

Will I be required to conduct team meetings?

Yes, conducting team meetings is part of the responsibilities to ensure effective communication and provide an open forum for input among team members.

What does Concentrix do as a company?

Concentrix is a technology-enabled global business services company that specializes in customer engagement and improving business performance for clients around the world.

Are there any fees associated with the recruitment process?

No, Concentrix does not ask for any recruitment, processing, or other fees in exchange for offer letters.

Where is the job location for the Team Leader, Operations?

The job is located in Mumbai, specifically at Paradigm A, 8th & 9th floor, Malad Rajan Pada.

Is this position full-time?

Yes, this position is a full-time role.

Concentrix

Consulting
Industry
10,001+
Employees

Mission & Purpose

We’re Concentrix. A global technology and services leader that powers the world’s best brands, today and into the future. We’re human-centered, tech-powered, intelligence-fueled. Every day we design, build, and run fully integrated, end-to-end solutions at speed and scale across the entire enterprise.