Team Leader, Operations
- Concentrix
- 5 - 9 years
- Mumbai
- 2 months ago
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Job Description
- 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
- Responsible for Customer/client interaction
- Assist in scheduling and time management
- Allocate work and prioritize
- Perform real time monitoring
- Evaluate and coordinate operational, administrative, IT and HR issues for the team
- Forward non- resolvable issues to the Operations Manager
- Team specific attrition and absenteeism management
- Team member performance management and identification of training opportunities
- Overall experience 3+ years
- Team development
- Good excel skills
- Ability to manage Team Performance
- Ability to impart effective feedback
- Ability to work in a 24/7 shift environment.
- Graduation
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Team LeaderEmployement Type: Full timeContact Details:
Company: ConcentrixLocation(s): Mumbai
Keyskills: Business services Administration Career development Performance management Scheduling Customer service Customer engagement Operations Monitoring Team building
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