Team Leader, Operations

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Role and key responsibilities:

• Operational Excellence & Performance Management
• Monitor daily team performance against KPIs and SLAs (e.g., AHT, Quality, Productivity, NPS, Release Rate).
• Conduct regular performance reviews and implement corrective action plans for underperformers.
• Ensure timely and accurate reporting of metrics to internal and client stakeholders.
• Drive initiatives to improve efficiency, reduce errors, and enhance service delivery with detailed action plans and managing the BQ performance improvement.
• Presentation Skills mandate, Analysis Why why analysis and basic quality tools knowledge
• Basic definition and calculation logics
• Client & Stakeholder Management
• Act as the primary point of contact for client / internal communications related to team performance, escalations, and updates.
• Participate in client calls, reviews, and governance meetings.
• Ensure client expectations are met or exceeded through proactive issue resolution and continuous improvement.
• Share insights and feedback from clients with internal teams to align strategies.
• People Management & Development
• Lead, coach, and mentor a team of associates to foster engagement and growth.
• Conduct one-on-one sessions, skip-level meetings, and team huddles to maintain open communication.
• Identify training needs and coordinate with L&D for skill enhancement.
• Promote a culture of accountability, recognition, and continuous learning.
• Quality Assurance & Compliance
• Ensure adherence to UHC policies, HIPAA regulations, and other compliance standards.
• Collaborate with QA teams to review call audits, feedback, and implement improvement plans.
• Address and resolve compliance breaches or process deviations swiftly.
• Flexibility & Business Continuity
• Be available as per business needs, including extended hours, weekends, or holidays if required.
• Support cross-functional initiatives and backfill leadership roles during absences.
• Adapt to changing business priorities and lead the team through transitions smoothly.
• Ownership & Accountability
• Take full ownership of team deliverables, escalations, and outcomes.
• Go the extra mile to ensure team success, client satisfaction, and operational stability.
• Demonstrate initiative in identifying risks, proposing solutions, and driving results.
  

Key Performance Indicators

Category

KPI Examples

Key skills and knowledge:

• Strong leadership and interpersonal skills
• Excellent communication and stakeholder management
• Analytical mindset with attention to detail
• High emotional intelligence and conflict resolution ability
  

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 letterhead with authentic signatures of appropriate Concentrix authorities.

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