Team Leader

Job Title: Team Leader 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.

Responsibilities

· Responsible to meet all agreed client SLAs and performance parameters · Provide support to the team by acting as the first line of escalation for customer related queries in order 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 under performance and take corrective measures · Responsible for 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