Team Leader, Operations

Job Title:Team Leader, OperationsConcentrix 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.

Key responsibilities:

Meet and exceed performance metric: External & Internal Operations and Quality metrics to be consistently green Monitor CMS & associated equipment’s proactively using Tools provided to ensure high levels of efficiency Understand and drive metric improvement across the process Work collaboratively with other departments / peers / Superiors Drive Innovation, Automation & Process Improvement Initiatives in the team and the process Ensure consistency through calibrations amongst SMEs & QAs, ensure scores are calibrated with client Lead a team's available resources in order to deliver quality service to customers in line with the agreed service standards Extensive knowledge of e-commerce customer support business in managing inbound calls, live chats and email queries Evaluate and coordinate operational, administrative, IT and HR issues for the team Team specific attrition and absenteeism management Identify and drive continuous improvement and initiatives in the process

Desired skills:

Strong verbal and written communication skills Candidate should be open to work in night shifts with rotational week offs Prior experience working with North American clients Adequate knowledge of Retail & e-Commerce and online shopping Experience in handling inbound and outbound calling queues – preferred Good problem solving and analytical skills Strong Presentation skills Ability to mentor, coach and provide direction to team members. Highly motivated individual with skills to develop and coach team members to achieve performance expectations

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 Chennai - Fortune TowersLanguage 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

R1651453