Job Description

Job Title: Team Leader, OperationsConcentrix 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 to meet all agreed client SLAs and performance metrics.Responsible for Innovation & Analytics of existing data to enhance performance.Provide support to the team by acting as the first line of escalation for customer related queries in order to provide exceptional customer serviceDevelop strong interpersonal relationships with the team, to cohesively bond them togetherTo embody the spirit of excellence through team building, able leadership and sound people management skillsIdentify areas of concern and under performance and take corrective measuresResponsible for development of team members- team motivation, up-skilling- career developmentProvide hands-on assistance, share information proactively and troubleshoot for the team in case of problems, both through direct intervention and mentoringSingle point of contact for the team and the senior management through effective communication on key deliverablesEnsure quality reporting and work with the Operation Manager to build a highly effective measurement and reward system based on dataPerform real time monitoringEvaluate and coordinate operational, administrative, IT and HR issues for the teamTeam specific attrition and absenteeism managementTeam member performance management and identification of training opportunitiesResponsible 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 at least 18-20+ executives.Ensure staff engagement and motivation at all times.Key Skills and knowledge:Excellent Customer Service acumen with upselling skillsCustomer experience driven with retentionWell versed with the Technology & industryStrong oral and written communication skillsHighly 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 a flexible schedule.Educational Qualification: GraduationDisclaimer: -'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 Kolkata - Unitech Hitech, Blk A, Tower AI, 4th FlrLanguage Requirements:Time Type: Full timeIf you are a California resident, by submitting your information, you acknowledge that you have read and have access to the

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