Operations Team Leader Job in Hyderabad at Concentrix

Concentrix is hiring for the role of Operations Team Leader!

Responsibilities of the Candidate:

• Responsible for meeting all agreed client SLAs and performance parameters
• Provide support to the team by acting as the first line of escalation for customer-related queries to provide exceptional customer service
• Develop strong interpersonal relationships with the team, to cohesively bond them together with the Customer and integrate them with the vision and core values of the Customer
• To embody the spirit of excellence through team building, able leadership, and sound people management skills
• Identify areas of concern and underperformance and take corrective measures
• Responsible for the development of team members- team motivation, up-skilling- career 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
• Responsible for Customer/client interaction
• Assist in scheduling and time management
• Allocate work and prioritize
• Perform real-time monitoring
• Evaluate and coordinate operational, administrative, IT, and HR issues for the team
• Forward non-resolvable issues to the Operations Manager
• Team-specific attrition and absenteeism management
• Team member performance management and identification of training opportunities

Requirements:

• Basic Banking Knowledge – International Voice Banking Preferred
• Knowledge of Csat/NPS is desired
• Familiar with basic accounting knowledge
• Team development
• Good excel skills
• Ability to manage Team Performance
• Ability to impart effective feedback
• Ability to work in a 24/7 shift environment