Senior Team Leader - Call Center Operations

Sr. Team Leader Job Title: Sr. Team Leader Job Description The Sr Team Leader is responsible for the day-to-day supervision of a group of call center associates and serves as a mentor and coach to a group of Team Leaders. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability of both associates and team leaders. 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. Essential Functions/Core Responsibilities Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations Communicate expectations to employees and provide timely updates Provide subject matter expertise in handling escalated customer calls as needed Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities Stay current on internal work processes, policies and procedures. Attend required manager development training Promote the Concentrix values through both behavior and attitude, including being an advocate for team members Candidate Profile Associate's degree in related field with two to four years of relevant experience preferred Highly motivated individual with skills to develop and coach team members to achieve performance expectations Work well under pressure and follow through on items to completion Strong communication skills, both written and verbal Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable Ability to mentor, coach and provide direction to a team of employees Willingness to work a flexible schedule Technical background preferred with hardware proficiency Disclaimers:- · The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title. · '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 - RMZ 1st Floor (Sublease to CIND) Language Requirements: Time Type: Full time Experience Level Senior Level