Team Leader, Operations

Customer Service and Support (https://jobs.concentrix.com/job-search/?category=Customer Service and Support)

Location

Kolkata, India

Apply Now (https://apply.concentrix.com/global/en/apply?jobSeqNo=CONCGLOBALR1525715EXTERNALENGLOBAL&step=1&utm_source=none)

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:

• 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, enabling consistent high performance delivery

• Identify performance related issues, develop an action plan for improvement and implement corrective action plans

• 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 CNX values- walk the talk and lead by example

Career Level Description:

Receives assignments in tasks-oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized line of business. Decisions are guided by policies, procedures and business plan; receives guidance and direction from manager. Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback. Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.

Key skills & knowledge:

• 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 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

Educational Qualification : Graduation

Disclaimer:-

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.

Location:

IND Kolkata - Unitech Hitech, Blk A, Tower AI, 4th Flr

Language Requirements:

English

Time Type:

Full time

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to theJob Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)

Apply Now (https://apply.concentrix.com/global/en/apply?jobSeqNo=CONCGLOBALR1525715EXTERNALENGLOBAL&step=1&utm_source=none)