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Team Lead @ Concentrix

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 Team Lead

Job Description

Key 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 should have experience in Hardware and Troubleshooting.
  • Good to have skills: OEM experience.

Desired Skills:

  • Knowledge of Operating System, Software, Hardware & MS office.
  • 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

Education: Graduation

Would request you to share the following to commence our external sourcing & also, kindly confirm if we could hire Vertical/Lateral candidates for this opening- If Lateral resource required, please advise reason SOW agreement etc.Role & responsibilities

Preferred candidate profile

Job Classification

Industry: BPM / BPO
Functional Area / Department: Customer Success, Service & Operations
Role Category: Operations
Role: Team Leader
Employement Type: Full time

Contact Details:

Company: Concentrix
Location(s): Hyderabad

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Keyskills:   Customer Support Technical Support Hardware Tech Support

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₹ 4-7.5 Lacs P.A

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Concentrix

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