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:
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
Key skills and knowledge:
Basic Banking Knowledge – International Voice Banking Preferred
Knowledge of Csat/NPS is desired.
Familiar with basic accounting 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.
Educational qualification: Graduate
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:
Language Requirements:
Time Type:
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