The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.
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 coaching and supervising a group of advisors.
- Responsible for ensuring Client Service Level Agreement and people management expectations are achieved.
- Lead Team Members, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation
- 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, as per policy.
- 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 behavioural activities
- Stay current on internal work processes, policies and procedures. Attend required manager development training
- Supervision of a group of call centre 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 CNX values- walk the talk and lead by example.
- Drive company initiatives, within the group.
- Ensure No surprise delivery
- Interact with Client and Internal stake holders
Key skills and knowledge:
- Adaptability to change
- 2+ Years of Team Handling experience in BPO industry in Sales or BFSI environment
- Strong oral and written communication skills
- Demonstrated ability to lead team members, multi-tasking, prioritization and meeting timelines of deliverables
- Demonstrated ability to mentor, coach and provide direction to team members
- Work well under pressure and follow through on items to completion
- Willingness to work in a flexible schedule
- Language proficiency- Versant 4 or above
Educational qualification- Graduation in any discipline
