Team Leader, Operations

Team Leader, Operations

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 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 strong 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 attrition and absenteeism management
• Team member performance management and identification of training opportunities
• Overall experience 3+ years

Key Skills and Knowledge:

• Team development
• Good excel skills
• Ability to manage Team Performance
• Ability to impart effective feedback
• Ability to work in a 24/7 shift environment.

Education:

• Graduation

Location: IND Hyderabad - Unit No. 201, 2nd Flr, Building 4 at Mindspace

Language Requirements:

Time Type: Full time

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents