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Team Lead/ Assistant Manager @ Concentrix

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 Team Lead/ Assistant Manager

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 / BPO
Functional Area / Department: Customer Success, Service & Operations
Role Category: Voice / Blended
Role: Voice / Blended - Other
Employement Type: Full time

Contact Details:

Company: Concentrix
Location(s): Mumbai

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Keyskills:   International Process International Voice Process BPO International BPO

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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...