Team Leader, Operations

Overview

The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates, ensuring performance metrics are achieved through coaching, motivation and accountability.

What you'll do

• Supervise the day-to-day work and attendance of a group of call center associates in accordance with organization policy and applicable legal requirements.
• Coach direct reports on their performance regularly, at a minimum weekly, to ensure performance metrics are achieved.
• Identify performance-related issues, develop action plans for improvement, and implement corrective action, up to and including termination of employment.
• Ensure service delivered to customers meets contractual Key Performance Indicators (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 communicate relevant information and provide an open forum for input.
• Schedule and organize team activities.
• Stay current on internal work processes, policies and procedures, and ensure their implementation.
• Attend required manager development training.
• Promote the Concentrix values through behavior and attitude, including being an advocate for team members.
• Manage the employment status of call center associates, including participating in transfers, promotions or regularization before any such employee movement is made.
• Exercise independent judgment and discretion in performing the main function as a means to implement management policies.
• Identify and address misconduct, policy and process violations of call center associates.
• Support and manage the program together with other Team Leaders and Managers.
• Provide input into selecting, training, developing and completing performance appraisals of work groups in accordance with organization policies and applicable legal requirements.
• Manage team members' performance on a regular basis, and write and deliver performance appraisals.

What you'll need

• Associate's degree in a related field with two to four years of relevant experience (preferred).
• Highly motivated, with skills to develop and coach team members to achieve performance expectations.
• Ability to work well under pressure and follow through on items to completion.
• Strong written and verbal communication skills.
• Ability to lead a team in multi-tasking, prioritization, and meeting timelines on deliverables.
• Ability to mentor, coach and provide direction to a team of employees.
• Willingness to work a flexible schedule.

Details

• Location: Gurugram, India (Ground Floor to 9th Floor, JSK Tower, Plot No 13, Sector 32).
• Time type: Full time.
• Managerial-level position, a position reposed with trust and confidence.