Team Lead
- Concentrix
- 3 - 8 years
- Hyderabad
- 5 months ago
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Job Description
Key responsibilities:
- Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
- Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
- 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
- Provide subject matter expertise in handling escalated customer calls as needed
- Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
- Stay current on internal work processes, policies and procedures. Attend required manager development training
- Promote the Concentrix values through both behavior and attitude, including being an advocate for team members
- Candidate should have experience in Hardware and Troubleshooting.
- Good to have skills: OEM experience.
Desired Skills:
- Knowledge of Operating System, Software, Hardware & MS office.
- Highly motivated individual with skills to develop and coach team members to achieve performance expectations
- Work well under pressure and follow through on items to completion
- Strong communication skills, both written and verbal
- Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
- Ability to mentor, coach and provide direction to a team of employees
- Willingness to work a flexible schedule
Education: Graduation
Would request you to share the following to commence our external sourcing & also, kindly confirm if we could hire Vertical/Lateral candidates for this opening- If Lateral resource required, please advise reason SOW agreement etc.Role & responsibilities
Preferred candidate profile
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Team LeaderEmployement Type: Full timeContact Details:
Company: ConcentrixLocation(s): Hyderabad
Keyskills: Customer Support Technical Support Hardware Tech Support
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Concentrix
Founded in 1976, CGI is among the largest IT and business consulting services firms in the world. Operating in hundreds of locations across the globe, CGI delivers end-to-end services and solutions, including strategic IT and business consulting, systems integration, intellectual property, and manag...
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