Team Leader
- Concentrix
- 4 - 9 years
- Pune
- 3 days ago
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Job Description
Job Title: Team Leader Customer Care Team Manager
Department: Customer Operations / Contact Center
Level: Assistant Manager/Deputy Manager
Location: Pune
Employment Type: Full-Time | Rotational Shifts
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.
Key Responsibilities:
People Management
- Manage a team of 18-20 customer care agents handling customer interactions
- Conduct regular team huddles, performance reviews, and feedback sessions
- Coach and mentor team members to improve quality, productivity, and customer experience
- Handle attendance, shrinkage, roster planning, and leave management
- Support onboarding, training, and readiness of new hires
Operations & Performance
- Ensure adherence to SLAs, KPIs, and contractual commitments for B2B clients
- Monitor daily performance against targets such as CSAT, FCR, AHT, Quality, and Productivity
- Drive first-contact resolution and timely closure of customer issues
- Analyze trends in customer contacts, escalations, and complaints
- Prepare and submit daily/weekly performance reports to management
Customer & Stakeholder Management
- Handle customer escalations from business clients professionally and efficiently
- Act as a point of contact for internal stakeholders (Quality, Training, Client Ops)
- Ensure process and policy adherence for client-specific B2B requirements
- Support audits, calibrations, and client reviews
Quality & Continuous Improvement
- Review call/chat/email quality and implement corrective actions
- Ensure compliance with data protection, security, and process guidelines
- Identify process gaps and suggest improvements to enhance customer experience
- Drive best practices and standard operating procedures within the team
Required Skills & Competencies
Functional & Leadership Skills
- Strong experience in B2B customer care / B2B contact center operations
- Proven people-management and team-handling capability
- Ability to manage escalations and high-impact business customers
- Data-driven mindset with strong analytical skills
- Hands-on approach to performance management and problem-solving
Communication & Behavioral Skills
- Excellent verbal and written communication skills
- Professional customer handling and conflict resolution abilities
- Stakeholder management and cross-team collaboration skills
- Ability to work under pressure in a fast-paced BPO environment
Systems & Tools
- Experience working with CRM / ticketing systems
- Good working knowledge of MS Excel, dashboards, and reports
- Familiarity with quality frameworks and compliance requirements
Eligibility & Qualifications
- Education: Graduate (Any discipline)
- Experience:
- 24 years of experience in Customer Care / Contact Center
- Minimum 12 years of Team Leader experience in a B2B customer support environment
- Language Proficiency:
- English mandatory
- Willingness to work in rotational shifts / weekend coverage
Key Performance Indicators (KPIs)
- Team CSAT / NPS
- SLA & TAT adherence
- Quality scores
- Productivity & shrinkage
- Escalation rate and resolution effectiveness
Disclaimer:-
'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.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Team LeaderEmployement Type: Full timeContact Details:
Company: ConcentrixLocation(s): Pune
Keyskills: BPO
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