Sr. Team Leader Operations

Job Title:

Sr. Team Leader Operations

Job Description

The Sr Team Leader is responsible for the day-to-day supervision of a group of call center associates and serves as a mentor and coach to a group of Team Leaders. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability of both associates and team leaders.

Role: Data Privacy

Designation: Sr Team Leader, Operations

Location: Gurgaon

Experience: 5+ years

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

Key Responsibilities 

• Lead Team Members, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation

• Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved

• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations

• Communicate expectations to employees and provide timely updates and changes

• Provide subject matter expertise in handling escalated customer calls as needed

• Manage team metrics and retention goals. Participate in discussions about reasons for attrition and root cause. Team with Site Leadership to develop actions to reduce attrition where possible. Provide feedback to team members on both call coaching and other daily performance and behavioral activities

• Stay current on internal work processes, policies and procedures. Attend required manager development training

• Supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements

• Complete shift-wide projects that aim to increase productivity, quality or other KPI

• Promote the Company's values through both behavior and attitude, including being an advocate for your team members

   

Key skills and knowledge

• Associate's degree in related field with four to six years of experience (with at least one year of Progressive Management Experience) preferred

• Strong communication skills, both written and verbal

• Demonstrated ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables

• Demonstrated ability to mentor, coach and provide direction to a team of employees

• Work well under pressure and follow through on items to completion

• Willingness to work a flexible schedule  

   

Disclaimer  

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location:

IND Gurgaon - Bld 6 Ground & First Floor

Language Requirements:

Time Type:

Full time