The Role
Leads and coaches call center associates, monitors attendance and performance, manages KPIs and retention goals, handles escalated customer issues, and implements corrective actions. The role ensures contractual and financial expectations are met, communicates policy updates, supports employee development, and leads productivity and quality improvement projects. It requires strong communication, mentoring, prioritization, flexibility, and the ability to work under pressure.
Summary Generated by Built In
Job Title:
Sr. Team Leader, OperationsJob Description
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.Essential Functions/Core Responsibilities • Lead Team Members, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation • Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved • 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 and changes • Provide subject matter expertise in handling escalated customer calls as needed • Manage team metrics and retention goals. Participate in discussions about reasons for attrition and root cause. Team with Site Leadership to develop actions to reduce attrition where possible. Provide feedback to team members on both call coaching and other daily performance and behavioural activities • Stay current on internal work processes, policies, and procedures. Attend required manager development training • Supervise group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements • Complete shift-wide projects that aim to increase productivity, quality or other KPI • Promote the Company's values through both behaviour and attitude, including being an advocate for your team members Candidate Profile • Associate's degree in related field with four to six years of experience (with at least one year of Progressive Management Experience) preferred • Strong communication skills, both written and verbal • Demonstrated ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables • Demonstrated ability to mentor, coach and provide direction to a team of employees • Work well under pressure and follow through on items to completion • Willingness to work a flexible schedule
Educational Qualification: Graduate 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
Location:
IND Gurugram - 2nd, 3rd and 4th Flrs, RMZ InfinityLanguage Requirements:
Time Type:
Full timeSkills Required
- Associate's degree in a related field
- Four to six years of experience
- At least one year of progressive management experience
- Strong written and verbal communication skills
- Ability to lead teams in multitasking, prioritization, and meeting deadlines
- Ability to mentor, coach, and direct employees
- Ability to work under pressure and follow through to completion
- Willingness to work a flexible schedule
- Graduate educational qualification
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The Company
What We Do
CNX Resources Corporation (NYSE: CNX) is the premier natural gas development, midstream, and technology company in Appalachia – one of the most energy abundant regions in the world. We believe in an Appalachia First approach to our work – prioritizing investments and utilizing home-grown resources that truly make a Tangible, Impactful, and Local difference in our regional communities first, and then far beyond. Over the past 150+ years, our 100% local workforce has produced low cost and low emission natural gas to help meet the world’s growing energy demand and catalyze environmental progress. Learn more about our company at CNX.com. Or, to view stories on our vision, innovations and actions, visit PositiveEnergyHub.com
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