Job Description

Job Title: Team Leader
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.
Role and Key Responsibilities:
xc2xb7 Effective performance planning for self and team, time management, conflict management and self-organization.
xc2xb7 Extremely good verbal & written communications skills
xc2xb7 Always ensure exemplary employee experience through quick redressal of open issues, employee concerns and feedback.
xc2xb7 Promote a positive culture and a respectful environment in the team conducive to high performance and employee delight.
xc2xb7 Seek opportunities to motivate and appreciate employees.
xc2xb7 Foster an environment founded on high levels of ethics and integrity.
xc2xb7 Ability to pre-empt and proactively catch process defects, compliance issues and potential customer escalations and devise strategy to minimize such instances.
xc2xb7 Handle customer contacts regularly to stay up to date with the product and be available to provide support
xc2xb7 Handle escalations for the team
xc2xb7 Work as a Single point of contact for all non ops departments and identify, evaluate & coordinate operational, Admin, IT and HR issues. Forward non resolvable issues to the Ops manager.
xc2xb7 Timely closure of all processes and other requirements for self and Team.
xc2xb7 Quality Audits to be performed for the team
Key skills and knowledge:
xc2xb7 Experience in Banking/Fintech or financial
xc2xb7 Versant score of 58+
xc2xb7 Planning and Prioritization
xc2xb7 2+ Years of Customer Service Experience
xc2xb7 Data Collection and analysis
xc2xb7 Coaching and Feedback
xc2xb7 Analysis and MIS/Reporting
xc2xb7 Customer/Client Interaction
Educational qualification: Graduation
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.'
Location: IND Visakhapatnam - SRK 7th & 8th Floors
Language Requirements:
Time Type:
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