Team Lead Operations

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 meet customer expectations.

Role and Key Responsibilities:

1. Responsible for providing day-to-day supervision to a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
2. Impart effective coaching to direct reports, ensuring consistent high-performance delivery
3. Identify performance related issues, develop an action plan for improvement and implement corrective actions
4. Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectations
5. Communicate expectations to employees and provide timely updates
6. Provide subject matter expertise in handling escalated customer calls as needed
7. Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
8. Stay current on internal work processes, policies and procedures. Attend the required manager development training programs
9. Promote the CNX values- be a role model and Walk-the-talk

Key skills & knowledge:

1. Highly motivated individuals with skills to develop and coach team members to achieve performance expectations.
2. Work well under pressure and follow through on items to completion.
3. S

   trong oral and written communication skill

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4. Ability to lead team members, multi-tasking, prioritization, and meeting timelines of deliverables.
5. Ability to mentor, coach and provide directions to team members.
6. Willingness to work in a flexible schedule.
7. Experience in vertical banking will be an added advantage.
8. Ready to work in a 24/7 environment with rotational shifts and weekly offs.
9. Email etiquette
10. Thorough knowledge of the banking industry and concepts of the industry. Should be from the banking domain

Educational Qualification:

• Graduate / post-graduate

Important Note : Immediate Joiner Only

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 letterhead with authentic signatures of appropriate Concentrix authorities.