Team Lead
- Concentrix
- 4 - 9 years
- Mumbai
- 5 days ago
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Job Description
Job Description in the format (Educational qualifications, Essential skills + Responsibilities) :
Responsible to meet all agreed client SLAs and performance parameters
Provide support to the team by acting as the first line of escalation for customer related queries in order to provide exceptional customer service
Develop strong interpersonal relationships with the team, to cohesively bond them together with the Customer and integrate them with the vision and core values of the Customer
To embody the spirit of excellence through team building, able leadership and sound people management skills
Identify areas of concern and under performance and take corrective measures
Responsible for development of team members- team motivation, up-skilling- career development
Provide hands-on assistance, share information proactively and troubleshoot for the team in case of problems, both through direct intervention and mentoring
Single point of contact for the team and the senior management through effective communication on key deliverables
Ensure quality reporting and work with the Operation Manager to build a highly effective measurement and reward system based on data
Perform real time monitoring
Evaluate and coordinate operational, administrative, IT and HR issues for the team
Team specific attrition and absenteeism management
Team member performance management and identification of training opportunities
Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction.
Responsible for following agreed execution governance model, escalation & communication plans.
Manage overall personnel performance and discipline. Provide direction to staff, ensure resolution of problems.
Provide expertise and leadership in assigned functional area.
Identify and drive continuous improvement and initiatives in the process.
To ensure that all internal customer queries are followed up on a timely basis.
To be the Key contact for all problems and queries with specific business assigned.
Manage a team of at least 18-20+ executives.
Ensure staff engagement and motivation at all times.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Team LeaderEmployement Type: Full timeContact Details:
Company: ConcentrixLocation(s): Mumbai
Keyskills: Bpo Operations Team Handling Shrinkage Attrition
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Concentrix
A wholly owned subsidiary of SYNNEX Corporation (NYSE: SNX), Concentrix is a leader in high-value global business services. It partners with its clients to deliver end-to-end customer engagement services, technology innovations, analytics, process optimization, and business improvements. The global ...
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