Team Lead
- Concentrix
- 2 - 5 years
- Bengaluru
- 3 months ago
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Job Description
Role & Responsibilities:
- Supervise day-to-day operations of a team of voice process associates, ensuring adherence to performance metrics through coaching, motivation, and accountability.
- Monitor work and attendance in accordance with organizational policies and legal requirements.
- Provide effective coaching to direct reports to ensure consistent high performance.
- Identify performance-related issues, develop improvement plans, and implement corrective actions.
- Ensure service delivery meets contractual Key Performance Indicators (KPIs) and financial expectations.
- Handle escalated customer calls and provide subject matter expertise.
- Conduct team meetings to communicate updates and encourage feedback.
- Organize team activities and foster engagement.
- Stay updated on internal processes, policies, and procedures.
- Attend required leadership and development training.
- Promote CNX valuesWalk the talk and lead by example.
Desired Skills: -
- Associate's degree in a related field with 24 years of relevant experience preferred.
- Prior experience in a voice process (inbound/outbound/customer service/sales).
- Strong understanding of voice metrics such as AHT, CSAT, FCR, call quality, service levels, and shrinkage.
- Knowledge of absenteeism, attrition, and workforce management.
- Ability to coach and develop team members to meet performance expectations.
- Strong oral communication and listening skills.
- Ability to lead, multitask, prioritize, and meet deadlines.
- Experience in handling escalations and driving resolution.
- Willingness to work in a flexible schedule.
- Minimum one year of experience as a Team Leader in a voice process.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations - OtherEmployement Type: Full timeContact Details:
Company: ConcentrixLocation(s): Bengaluru
Keyskills: Team Handling Team Management Team Leading Shrinkage Aht CSAT Attrition International Voice Process International BPO
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Concentrix
Founded in 1976, CGI is among the largest IT and business consulting services firms in the world. Operating in hundreds of locations across the globe, CGI delivers end-to-end services and solutions, including strategic IT and business consulting, systems integration, intellectual property, and manag...
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