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.
Responsible to meet all agreed client SLAs and performance metrics.
Responsible for Innovation & Analytics of existing data to enhance performance.
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
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
Perform real time monitoring
Evaluate and coordinate operational, administrative, IT and HR issues for the team
Team specific attrition and absenteeism management
Team member performance management and identification of training opportunities
Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction.
Responsible for following agreed execution governance model, escalation & communication plans.
Manage overall personnel performance and discipline. Provide direction to staff, ensure resolution of problems.
Provide expertise and leadership in assigned functional area.
Identify and drive continuous improvement and initiatives in the process.
To ensure that all internal customer queries are followed up on a timely basis.
To be the Key contact for all problems and queries with specific business assigned.
Manage a team of at least 18-20+ executives.
Ensure staff engagement and motivation at all times.
Excellent Customer Service acumen with upselling skills
Customer experience driven with retention
Well versed with the Technology & industry
Strong oral and written communication skills
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.
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 schedule.
'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.'
