Job Description

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. Role and Key Responsibilities: Responsible for providing day-to-day supervision to 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, ensuring 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 chats/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 programs. Promote Concentrix values, leading by example and \'Walk the talk\'. Key Skills and knowledge: Experience of working with Ecommerce - preferred Good knowledge/experience of Operations Strong verbal and written communication skills Good Presentation skills Strong analytical skill/ability to work with data. Team player Understanding of the Performance management process Educational Qualification : Graduate Disclaimer:- \'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for \'recruitment\', \'processing\' or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.\'

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