Team Leader, Operations

Job Title:Team Leader, OperationsRole and Key Responsibilities:Responsible to meet all agreed client SLAs and performance parametersProvide support to the team by acting as the first line of escalation for customer related queries in order to provide exceptional customer serviceDevelop strong interpersonal relationships with the team, to cohesively bond them together with the Customer and integrate them with the vision and core values of the CustomerTo embody the spirit of excellence through team building, able leadership and sound people management skillsIdentify areas of concern and under performance and take corrective measuresResponsible for development of team members- team motivation, up-skilling- career developmentProvide hands-on assistance, share information proactively and troubleshoot for the team in case of problems, both through direct intervention and mentoringSingle point of contact for the team and the senior management through effective communication on key deliverablesEnsure quality reporting and work with the Operation Manager to build a highly effective measurement and reward system based on dataResponsible for Customer/client interactionAssist in scheduling and time managementAllocate work and prioritizePerform real time monitoringEvaluate and coordinate operational, administrative, IT and HR issues for the teamForward non- resolvable issues to the Operations ManagerTeam specific attrition and absenteeism managementTeam member performance management and identification of training opportunitiesOverall experience 3+ yearsKey Skills and knowledge:Team developmentGood excel skillsAbility to manage Team PerformanceAbility to impart effective feedbackAbility to work in a 24/7 shift environment.EducationGraduationDisclaimer:-'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.'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 to meet all agreed client SLAs and performance parameters
• Provide support to the team by acting as the first line of escalation for customer related queries in order to provide exceptional customer service
• Develop strong interpersonal relationships with the team, to cohesively bond them together with the Customer and integrate them with the vision and core values of the Customer
• To embody the spirit of excellence through team building, able leadership and sound people management skills
• Identify areas of concern and under performance and take corrective measures
• Responsible for development of team members- team motivation, up-skilling- career development
• Provide hands-on assistance, share information proactively and troubleshoot for the team in case of problems, both through direct intervention and mentoring
• Single point of contact for the team and the senior management through effective communication on key deliverables
• Ensure quality reporting and work with the Operation Manager to build a highly effective measurement and reward system based on data
• Responsible for Customer/client interaction
• Assist in scheduling and time management
• Allocate work and prioritize
• Perform real time monitoring
• Evaluate and coordinate operational, administrative, IT and HR issues for the team
• Forward non- resolvable issues to the Operations Manager
• Team specific attrition and absenteeism management
• Team member performance management and identification of training opportunities
• Overall experience 3+ years
  

Key Skills and knowledge:

• Team development
• Good excel skills
• Ability to manage Team Performance
• Ability to impart effective feedback
• Ability to work in a 24/7 shift environment.
  

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.'Location:IND Madhapur - Unit No. 601, 6th Flr, Maximus Building 2A at Mindspace, Hitec CityLanguage Requirements:Time Type:Full time2025-07-02

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