Team Leader, Operations

Job Title: Team Leader, Operations 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 managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction. Responsible for following agreed execution governance model, escalation & communication plans. Ensure team members achieve agreed work standards. Manage overall personnel performance and discipline. Provide direction to staff, ensure resolution of problems. Evaluation of operational practices and procedures. Provide expertise and leadership in the assigned functional area. Establish and maintain a working environment conducive to positive morale, individual style, quality, creativity and team work. Identify and drive continuous improvement and initiatives in the process. Coach & mentor team members enabling them to effectively lead their teams. To ensure that all internal customer queries are followed up on a timely basis. Collaborate with internal teams, inter departments, cross functions across locations. Manage a team of at least 18-25+ executives Always ensure staff engagement and motivation.