Team Leader

Role: Assistant Manager

DESIGNATION: Team Leader, Operations

LOCATION: Bangalore

YEARS OF EXPERIENCE: 3+ years, 1 + yrs as Team leader International preferred

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.

Essential Functions/Core Responsibilities 

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs’) and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
• Stay current on internal work processes, policies and procedures. Attend required manager development training
• Promote the Concentrix values through both behavior and attitude, including being an advocate for team members
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations including upselling

Candidate Profile 

• Associate's degree in related field with two to four years of relevant experience preferred
• 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
• Strong communication skills, both written and verbal
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
• Ability to mentor, coach and provide direction to a team of employees
• Willingness to work a flexible schedule
• Drive achievement of sales, revenue, conversion, and upsell/cross-sell targets while maintaining customer satisfaction and compliance requirements.
• Drive a culture of customer centricity, accountability, continuous improvement, and sales excellence within the team.
• Proven track record of managing teams delivering against sales and customer experience KPIs.
• Experience in managing both chat and voice support channels.
• Willingness and ability to work in US shift timings, including nights, weekends, and holidays as required by business needs.

Education Qualification: - Graduate