Team Leader, Operations Job in Gurgaon at Concentrix

Concentrix is hiring for the role of Team Leader, Operations!

Responsibilities of the Candidate:

• Responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation, and accountability.
• 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.
• Regularly impart effective coaching to direct reports, ensuring consistent high-performance delivery.
• Identify performance-related issues, develop an action plan for improvement, and implement corrective action plans; Ensure service delivered to our 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 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 CNX values- “Walk the talk” and lead by example.

Requirements:

• Associate's degree in a related field with two to four years of relevant experience preferred.
• Should have experience in a chat process.
• Good understanding of chat metrics such as AHT, staffing, production, occupancy, ASA, repeats.
• Should have an understanding of absenteeism, attrition.
• 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 oral and written communication skills.
• 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.
• Should have a minimum of one year of team-handling experience as a Team Leader.