Team Lead/ Assistant Manager
- Concentrix
- 4 - 9 years
- Mumbai
- 3 months ago
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Job Description
- Key Responsibility: 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
- Regularly impart effective coaching to direct reports, enabling consistent high-performance delivery
- Identify performance related issues, develop an action plan for improvement and implement corrective action
- 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 CNX values- walk the talk and lead by example
Key skills & knowledge:
- Associate's degree in related field with two to four years of relevant experience preferred
- 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 members, multi-tasking, prioritization, and meeting timelines of deliverables
- Ability to mentor, coach and provide direction to team members
- Willingness to work in a flexible scheduleRole & responsibilities
Preferred candidate profile
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Voice / Blended - OtherEmployement Type: Full timeContact Details:
Company: ConcentrixLocation(s): Mumbai+ View Contact
Keyskills: International Process International Voice Process BPO International BPO
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