Team Leader, Operations

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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 Minimum 2 years experience in an international voice process as a TL or AM on papers 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 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 membersteam motivation, up-skillingcareer 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 Perform real time monitoring Evaluate and coordinate operational, administrative, IT and HR issues for the team Team specific attrition and absenteeism management Team member performance management and identification of training opportunities Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction Responsible for following agreed execution governance model, escalation & communication plans Manage overall personnel performance and discipline Provide direction to staff, ensure resolution of problems Provide expertise and leadership in assigned functional area Identify and drive continuous improvement and initiatives in the process To ensure that all internal customer queries are followed up on a timely basis To be the Key contact for all problems and queries with specific business assigned Manage a team of 20+ executives Key Skills And Knowledge Strong oral and written communication skills Highly motivated individual with skills to develop and coach team members to achieve performance expectations Work well under pressure and follow through on items to completion Ability to lead team members, multi-tasking, prioritization, and meeting timelines of deliverables Ability to mentor, coach and provide direction to team members Willingness to work in US night shift schedule E commerce Experience Preferred Education: Graduate Disclaimer Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ?recruitment, ?processingor 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 Mumbai02 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 Apply Now