Team Leader, Operations

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:

·         Managing a team of 20 to 25 people

·         Client/Customer/People Management

·         Drive Performance in the team ; meet targets

·         Manage the daily team activities and ensure the daily operations run smoothly.

·         Drive Team adherence and manage monthly scheduling.

·         Handling Escalations

·         Manage key business metrics and SLA

·         Run reports & conduct a thorough analysis of SLA misses.

·         Drive Continuous Improvement in the team along with metrics improvement

·         Generate dashboard and scorecards for the Team for review.

·         Performance management and appraisals for the Team.

·         Weekly Reviews to the Management on key deliverables.

·         One-One with the team and scheduled Monthly Team meetings.

·         Feedback and Coaching

·         Knowledge management for the team and quality control

·         Apply performance management strategies - action plans, BQ planning

·         Should be willing to work in shifts along with the team in customer business time.

Key skills and knowledge:–

·         Excellent verbal and written communication skills.

·         Overall should be a good team player with willingness to learn and drive to achieve.

·         Practice and focused on Metrics.

·         Good Excel skills and Reporting knowledge

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

·         Awareness of SLA/SLO Metrics

Backoffice Experience- preferred

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.'

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