Senior Team Leader - Call Center Operations

Sr Team Leader

Job Title:

Sr Team Leader

Job Description

Role and Key Responsibilities:

• 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  team members, 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

Desired Skills:

• 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 schedule

Educational Qualification :   Graduate

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 Hyderabad - Unit No. 201, 2nd Flr, Building 4 at Mindspace

Language Requirements:

Time Type:

Full time

Experience Level

Senior Level