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:
Provide floor support w.r.t. product and process
Team management- supporting the Ops Manager
Monitor and record areas of opportunity
Work closely with Ops and Quality teams; design action plans to plug areas of opportunity
Responsible for meeting the defined training and Quality conversion targets
Innovative practices to ensure highest levels of quality and other SLA delivery
Maintain Data as per process requirements
Support in Quality Audits and Feedback
Mandatory Production hours to be clocked every day
Process Insights to be shared with client and attending client calibration
Managing a team of 20 to 25 resources
Ensure complete participation in and contribution to organization/process level initiatives (Absenteeism, Attrition control) that may be implemented from time to time to improve efficiency.
Ensure that the internal/external targets are met and the team shows continuous improvement month on month.
Communicate effectively with the client to resolve issues and disseminate updates on the floor
Be the Single point of contact for all Ops & Non-ops departments and identify, evaluate & coordinate operational, Admin, IT and HR issues
Client, Customer & People Management
Key skills and knowledge:
Work experience with USA customer support and client management- mandatory
Excellent verbal and written communication skills.
Good excel and presentation Skills
Should be willing to work in night shifts, Sat/Sun (24/7 environment) along with split weekly offs.
Overall should be a good team player with willingness to learn and drive to achieve.
Good Excel skills and Reporting knowledge
Should be able to drive Continuous Improvement in the process.
Awareness of SLA Metrics
Educational qualification: 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 - Ecospace Bus Park
Language Requirements:
Time Type:
Full time
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