Operations Team Supervisor

2 weeks ago


Delhi, Delhi, India Orena Services Full time

Job Title: Team Leader, Operations (HRP)

Working Hours: 6 days a week

Salary: Up to 5 LPA

Job Description:

The Team Leader, Operations at Orena Services is responsible for the day-to-day supervision of a group of call center associates. This role ensures performance metrics are achieved by providing adequate coaching, motivation, and accountability.

Key Responsibilities
  • Supervise and monitor the daily activities of a team of call center associates, ensuring adherence to organizational policies and legal requirements.
  • Effectively coach direct reports on their performance on a regular basis to ensure achievement of performance metrics at a minimum weekly basis.
  • Identify performance-related issues, develop an action plan for improvement, and implement corrective action, up to and including termination of employment.
  • Ensure service delivered to 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 serve 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 the Concentrix values through behavior and attitude, including being an advocate for team members.
Candidate Profile
  • An Associate's degree in a related field with two to four years of relevant experience is preferred.
  • Highly motivated individuals with skills to develop and coach team members to achieve performance expectations are required.
  • Strong communication skills, both written and verbal, are essential.
  • The ability to lead a team in multi-tasking, prioritization, and meeting timelines on deliverables is crucial.
  • A willingness to work a flexible schedule is necessary.


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