Team Leader, Operations

Customer Service and Support

Job Title:

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

• Identify, develop, streamline and/or improve Management metrics, business rules, processes and procedures

• Ensure Account Management reporting continuously provides adequate, timely and useful support and information that business policies, business rules, processes etc are operating efficiently and effectively and in-line with health care operations

• Assist in the facilitation and identification of solutions and resolutions - related issues that arise due to industry changes.

• To lead a team's available resources to deliver a quality service to Partner in line with agreed service standards

• Coordinate available resources and ensure that the daily workload is consistently completed in line with assigned targets. Review and revise the daily targets on a regular basis.

• Lead, motivate, develop and appraise team members, coordinating their ongoing training and development in order that their individual and collective performance is of the required standard

• Quality and Process improvement Initiatives

• Ensure feedback for the process/Continuous Process improvement

• Adherence to procedures and regulations

• Communicate effectively with the client to resolve issues and disseminate updates on the floor.

• Client, Customer & People Management

• Team's Career Planning/manage team performance & expectations

• Provide daily direction and work allocation strategies that enables the team to meet their daily/adhoc Client targets.

• High degree of judgment to resolve all customer related queries and complaints

• Review and constantly monitor agent performance

• Provide advice and assistance to senior management in the planning, implementation, evaluation/modifications to existing operation, systems, and procedures

Key Skills and knowledge:

• Excellent verbal and written communication skills.

• Good excel and presentation Skills

• Should be willing to work in shifts, Sat/Sun (24/7 environment) along with split weekly offs.

• Good Excel skills and Reporting knowledge

• Should be able to drive Continuous Improvement in the process.

• Awareness of SLA Metrics

• Experience in QTC Domain for at least 2 years

• Ability to Handle client escalations

• Ability to deal effectively in a high pressure, dynamic situation with a large degree of autonomy

Education: 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.

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