Assistant Manager - Operations (Call Center Team Leader)

Asst Manager, Operations Job Title: Asst Manager, Operations 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. Role: Team Leader DESIGNATION: Team Leader LOCATION: Mumbai YEARS OF EXPERIENCE: 4 years’ experience Your key priorities and responsibilities include and not limited to: Key Responsibilities: • Responsible for the day-to-day supervision of a group of call Centre associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements. • Regularly impart effective coaching to team members, enabling consistent high-performance delivery • Identify performance related issues, develop an action plan for improvement and implement corrective action plans • 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 CNX values- walk the talk and lead by example Desired Skills: • Associate degree (Graduate) in related field with two to four years of relevant experience preferred. • Understanding of Mutual funds, NISM 5A certification • 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. • Lead team members, multi-tasking, prioritization and meeting timelines of deliverables. • Ability to mentor, coach and provide direction to team members • Willingness to work in a flexible schedule Skills Required 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 Educational qualification : Graduate. 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 Mumbai - Flrs 6 & 7 Infinity Tower Mindspace Zakeria Rd Language Requirements: Time Type: Full time Experience Level Mid Level