Job Description

The Team Leader, Operations is 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.

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.

Key Responsibilities:

•                 Responsible for the day-to-day supervision of a group of call Centre associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.

•                 Regularly impart effective coaching to team members, enabling 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 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 CNX values- walk the talk and lead by example

Desired Skills:

•                 Associate degree (Graduate) in related field with two to four years of relevant experience preferred.

•                 Understanding of Mutual funds, NISM 5A certification

•                 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.

•                 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

Skills Required

• 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

Educational qualification : Graduate.