Team Leader, Operations

Job Title :

Team Leader, Operations

Job 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

Identify, develop, streamline and / or improve Management metrics, business rules, processes and procedures

Ensure Account Management reporting continuously provides adequate, timely and useful support and information that business policies, business rules, processes etc are operating efficiently and effectively and in-line with health care operations

Assist in the facilitation and identification of solutions and resolutions - related issues that arise due to industry changes.

To lead a team's available resources to deliver a quality service to Partner in line with agreed service standards

Coordinate available resources and ensure that the daily workload is consistently completed in line with assigned targets. Review and revise the daily targets on a regular basis.

Lead, motivate, develop and appraise team members, coordinating their ongoing training and development in order that their individual and collective performance is of the required standard

Quality and Process improvement Initiatives

Ensure feedback for the process / Continuous Process improvement

Adherence to procedures and regulations

Communicate effectively with the client to resolve issues and disseminate updates on the floor.

Client, Customer & People Management

Team's Career Planning / manage team performance & expectations

Provide daily direction and work allocation strategies that enables the team to meet their daily / adhoc Client targets.

High degree of judgment to resolve all customer related queries and complaints

Review and constantly monitor agent performance

Provide advice and assistance to senior management in the planning, implementation, evaluation / modifications to existing operation, systems, and procedures

Key Skills and knowledge :

Excellent verbal and written communication skills.

Good excel and presentation Skills

Should be willing to work in shifts, Sat / Sun (24 / 7 environment) along with split weekly offs.

Good Excel skills and Reporting knowledge

Should be able to drive Continuous Improvement in the process.

Awareness of SLA Metrics

Experience in QTC Domain for at least 2 years

Ability to Handle client escalations

Ability to deal effectively in a high pressure, dynamic situation with a large degree of autonomy

Education : Graduation

Disclaimer : -

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for 'recruitment', 'processing' or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.

Location :

IND Bangalore - Embassy Manyata Business Park 4th Floor Block F2

Language Requirements :

Time Type :

Full time

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the

Skills Required

Continuous Improvement, Excel, Presentation Skills