Job Title:

Team Leader, Operations

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:

Provide floor support w.r.t. product and processTeam management- supporting the Ops ManagerMonitor and record areas of opportunityWork closely with Ops and Quality teams;  design action plans to plug areas of opportunityResponsible for meeting the defined training and Quality conversion targetsInnovative practices to ensure highest levels of quality and other SLA deliveryMaintain Data as per process requirements Support in Quality Audits and FeedbackMandatory Production hours to be clocked every dayProcess Insights to be shared with client and attending client calibrationManaging a team of 20 to 25 resourcesEnsure complete participation in and contribution to organization/process level initiatives (Absenteeism, Attrition control) that may be implemented from time to time to improve efficiency.Ensure that the internal/external targets are met and the team shows continuous improvement month on month.Communicate effectively with the client to resolve issues and disseminate updates on the floorBe the Single point of contact for all Ops & Non-ops departments and identify, evaluate & coordinate operational, Admin, IT and HR issuesClient, Customer & People Management

Key skills and knowledge:

Work experience with USA customer support and client management- mandatoryExcellent verbal and written communication skills.Good excel and presentation SkillsShould be willing to work in night shifts, Sat/Sun (24/7 environment) along with split weekly offs.Overall should be a good team player with willingness to learn and drive to achieve.Good Excel skills and Reporting knowledgeShould be able to drive Continuous Improvement in the process.Awareness of SLA Metrics

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 Bangalore - Ecospace Bus Park

Language Requirements:

Time Type:

Full time

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents