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:
- Prior experience in financial services preferred. Should have exposure in managing Chat and voice line of business. 1.5 min years of experience as Team Leader in customer service domain.
- Manage a team of 20-25 resources.
- Accountable for the performance of the team aligned.
- Strong product / process knowledge and its SLAs.
- Responsible to meet all agreed client SLAs and performance parameters.
- Ensure complete participation in and contribution to organization/process level initiatives (Absenteeism, Attrition control) that may be implemented from time to time to improve efficiency.
- Ensure that the internal/external targets are met and the team shows continuous improvement month on month.
- 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.
- Be directly responsible towards fostering the development of the team by motivating them and ensuring career advancements.
- 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 systems 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 Operations Manager.
- Team specific attrition and absenteeism management.
- Team member performance management and identification of training opportunities.
Key skills & knowledge:
- Excellent verbal and written communication skills
- Should be willing to work in shifts rotational, (24/7 environment) along with split weekly offs.
- Overall, should be a good team player with willingness to learn and drive to achieve.
- Good Excel & PowerPoint skills and Reporting knowledge
- Should be able to drive Continuous Improvement in the process.
- Strong working knowledge of PC based Internet and software applications
- Ability to maintain highly confidential information.
- Skill in focusing on desired results, determining what is important and urgent, clarifying next steps, and delegating effectively to meet deadlines and achieve desired results.
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 Bangalore - Millenium Towers - MT2
Language Requirements:
Time Type:
Full time
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