Location
Pune | India
Job description
Job Title:
Team Leader
Job Description The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.
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
For Sales : Graduate , 2 years Experience as TL in a international CC with Sales , preferably handling inbound Voice / outbound voice / Email/ Chat with CSAT as a primary metric
Roles & Responsibilities Responsible for overlooking the overall operations and performance of the team. Quality of the team deliverables and overall team management
Manage and lead a team of 15-25 agents.
- Drive performance and improvements through positive conversations
- Effective performance planning for self and team, time management and self-organization
- Provide Coaching and Feedback
- Ability to achieve stretched targets and able to take decisions and manage complex/ difficult employee's situation.
- Understand Metrics and Drive Improvement for the same.
- Responsible for monitoring intra-day work volume, real-time staffing, agent adherence, exception process, technology functionality and client communications.
- Make appropriate recommendations and adjustments to leverage resources, skill changes, post Overtime, or escalate as required.
- Monitor and review service level reports to scan for issues and anomalies, and report perceived concerns of the process.
- Manage client needs and escalations according to established escalation process. Also maintain error free MIS
- Ensure client and company's goals are met by monitoring & analyzing work volume variances to forecast and re-forecasting as necessary to adjust the staffing levels.
- Establish cross skilling plan for the agents.
- Ensure complete participation and contribution in organization/process level initiatives (e.g. Absenteeism, Attrition control) that may be implemented from time to time to improve efficiency
- Ensure that the internal/external targets are met and the team shows continuous improvement month on month
- Plan and prioritize schedule adherence, Manage and amend daily schedules based on real time demand.
- Data collection and analysis of team performance parameters
- Coaching and feedback to mid quartile and bottom quartile agents
- Achieve stretch targets and make decisions as well as manage complex/ difficult employee situations
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 Pune - Tech Park One, Blk A, Gr
Language Requirements:
Time Type:
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