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Team Leader, Operations

3 months ago

Hyderabad, Telangana, India Concentrix Full time
Job Description

Concentrix is a tech-focused global business services company that specializes in customer engagement and enhancing business performance. We collaborate with ambitious executives worldwide to future-proof their business, outshine competitors, and exceed customer expectations.

Role and Key Responsibilities:

  • Meet all client SLAs and performance criteria
  • Provide initial support for team escalations to ensure exceptional customer service
  • Build strong relationships within the team and align them with customer values
  • Lead by example in team building and effective people management
  • Identify areas for improvement and implement corrective actions
  • Develop team members through motivation and career growth
  • Offer hands-on support, proactive information sharing, and troubleshooting
  • Act as a primary contact for the team and senior management
  • Ensure quality reporting and establish a rewarding measurement system
  • Handle customer interactions and assist with scheduling and task prioritization
  • Monitor operations in real-time, evaluate performance, and address issues
  • Coordinate operational, administrative, IT, and HR matters
  • Address issues unresolved by the team and escalate when necessary
  • Manage team attrition, absenteeism, and performance
  • Identify training needs for team members

Key Skills and Knowledge:

  • Experience in managing Voice Projects
  • Strong Communication and Analytical Skills
  • Proficiency in Excel/PPT
  • Team leadership and Performance Management
  • Ability to provide constructive feedback
  • Comfortable with Night Shifts

Educational Qualification: Graduation

Location: IND Hyderabad - Unit No. 601, 6th Flr, Maximus Building 2A

Language Requirements: Not Specified

Time Type: Full-time