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:
- Data follow up on Marketing campaigns, Online Queries, handle customer escalations.
- Manage a team of tele callers and support staff to drive and achieve targets as set by the business or clients.
- Manage people related metrics such as shrinkage and attrition by driving employee engagement initiatives to motivate team members.
- Staffing and Rostering.
- Portfolio Management Preparing DRR sheets, driving daily achievements, determining health of portfolio, portfolio analysis basis customer demographics.
- Micro level daily tracking of accounts/ leads along with account level review on a daily basis
- Take corrective measures with cross functional stakeholders against Internal process gaps if any impacting Portfolio / Process / Business Performance
- Daily follow-ups on pending cases to maximize conversions.
- Resolving service issues impacting Portfolio Performance
- Update feedback trails on system wherever required and sending daily reports to the concerned reporting head.
- To effectively manage all customer/ merchant related complaints and issues.
Key Skills And Knowledge
- Performance Management, Team Development, Team Motivation, Dialer Management, Excel, Proficient in Microsoft Office.
- Knowledge of Sales Processes such as Farming, Data mining, Follow up mechanism, Sales Etiquette.
Educational qualification Graduate (Any Stream)
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 Mumbai - Symphony IT Park - GST - 8TH, 9TH, 10TH, 801, 901, 1001
Language Requirements:
Time Type:
Full time
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