The Role
Supervise a voice-process customer service team, monitor performance and attendance, coach associates, manage improvement plans, ensure contractual KPIs, handle escalations, conduct team meetings, and foster employee engagement. The role requires expertise in contact-center metrics, workforce management, customer resolution, and team leadership.
Summary Generated by Built In
Job Title:
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.Role and Key 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 values—“Walk the talk” and lead by example.
- Associate's degree in a related field with 2–4 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.
Location:
India Bangalore - DivyashreeLanguage Requirements:
Time Type:
Full timeSkills Required
- Associate's degree or graduation in a related field
- Two to four years of relevant experience
- Prior experience in an inbound, outbound, customer service, or sales voice process
- Strong understanding of AHT, CSAT, FCR, call quality, service levels, and shrinkage metrics
- Knowledge of absenteeism, attrition, and workforce management
- Ability to coach and develop team members
- Strong oral communication and listening skills
- Ability to lead, multitask, prioritize, and meet deadlines
- Experience handling escalations and driving resolution
- Willingness to work a flexible schedule
- Minimum one year of experience as a Team Leader in a voice process
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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
