- Role: Team Lead Operations
- Location: Chennai, Tamil Nadu
- Company: Concentrix
- Salary: Not Disclosed
- Qualifications: Bachelor’s degree
- Employment Type: Full Time, Permanent
Job Overview: Team Lead Operations
Concentrix, an international enterprise services organization, is searching for a skilled and influenced professional for the role of Team Lead Operations at their Chennai office. As a generation-enabled organization, Concentrix makes a specialty of consumer engagement and enhancing enterprise overall performance through innovative answers and technique optimization. The Team Lead Operations function plays a vital function in ensuring the efficient running of call middle teams at the same time as delivering awesome customer support and meeting overall performance goals.
Key Responsibilities:
The Team Lead Operations can be accountable for overseeing the day-to-day operations of a team of call middle friends. This includes managing overall performance metrics, handling escalated patron issues, and making sure that carrier shipping meets contractual Key Performance Indicators (KPIs) and financial desires. Below are the unique obligations and responsibilities of the position:
1. Team Leadership and Coaching:
- As a pacesetter, you will mentor and instruct team contributors, making sure of their professional improvement and growth. By fostering an advantageous work environment, you’ll promote teamwork, collaboration, and non-stop development inside the crew.
- Regular performance training is essential to assist group individuals meet and exceed overall performance objectives. This involves reviewing their performance facts and supplying remarks to improve their talents and effectiveness.
- In cases where overall performance issues arise, the Team Lead may be predicted to perceive these challenges early, increase a motion plan for development, and put in force corrective movements to keep the group’s usual efficiency.
2. Managing Performance Metrics:
- A core duty of this position is making sure that the group meets KPIs, which could encompass call handling time, first-name decision, customer pride rankings, and more.
- The Team Lead is also liable for handling monetary expectancies, making sure that the price of provider shipping aligns with the company’s desires.
- The role involves everyday reporting of group metrics, reading tendencies, and the usage of these facts to tell selections on the way to optimize overall performance.
3. Escalation Handling:
- The Team Lead will act as a subject count number professional for dealing with escalated patron issues. When name middle pals are not able to resolve a patron query or grievance, it will likely be the responsibility of the Team Lead to step in and offer a decision.
- This calls for first-rate communication talents, both verbal and written, to make certain that complicated troubles are solved in an expert and timely way.
4. Attrition and Retention:
- Employee retention is another key focus of this function. The Team Lead will work carefully with website online management to understand the foundation reasons for attrition and broaden strategies to enhance retention fees.
- This consists of providing remarks to group individuals on overall performance, conduct, standard activity delight, and growing work surroundings wherein friends feel valued and motivated.
5. Compliance and Process Adherence:
- The function calls for staying updated with inner painting methods, regulations, and methods. This consists of attending required management education classes and ensuring that the team follows company recommendations.
- Adherence to attendance monitoring and compliance with organizational guidelines is essential because it guarantees that the group stays effective and aligned with business objectives.
6. Project Management:
- The Team Lead will also be liable for overseeing shift-wide tasks aimed at improving productiveness, best, or other overall performance metrics.
- These tasks require robust multi-tasking abilities, the potential to prioritize, and great time control to make certain timely crowning glory of deliverables.
7. Promoting Concentrix Values:
As a consultant of Concentrix, the Team Lead is predicted to “stroll the speak” through promoting the enterprise’s center values. This consists of leading via instance and demonstrating integrity, appreciation, and professionalism in all interactions with crew contributors and customers.
Key Skills and Qualifications:
Educational Background:
- A Bachelor’s diploma is needed for this role. Although an Associate’s degree in a related subject with four to 6 years of experience is appropriate, a graduate degree is desired.
- Candidates with at least three hundred and sixty-five days of innovative control reveling in similar surroundings are favored.
Communication Skills:
Strong written and verbal communication abilties are critical for achievement in this function. The capability to speak expectancies genuinely to team contributors, deal with escalated calls, and provide well-timed updates is important.
Leadership Abilities:
- The Team Lead ought to own confirmed leadership skills, which include the capacity to mentor, instruct, and provide a path to group members.
- The position calls for the capacity to deal with strain and manage a couple of responsibilities concurrently.
Flexibility:
Given the dynamic nature of name center operations, the Team Lead needs to be inclined to paint a flexible schedule, which may additionally encompass weekends and evening shifts, relying on the desires of the commercial enterprise.
Additional Skills:
- Strong capabilities in problem-solving, time management, and the capability to prioritize tasks are necessary.
- Experience with name center control equipment and the capacity to interpret performance metrics is a plus.
Benefits:
1. Flexible Work Schedule:
Employees are provided a bendy schedule, letting them balance their personal and professional lives successfully.
2. Professional Development Opportunities:
The role presents opportunities for a boom through continuous coaching, mentorship, and management education.
3. Leadership Experience:
Team Leads advantage of treasured experience in handling teams, developing strategies, and improving operational overall performance, which can further their professional control.
4. Employee Retention Initiatives:
Involvement in discussions on retention and attrition, supplying remarks, and working intently with website management to reduce turnover.
5. Involvement in Decision-Making:
The role entails participation in group-wide and shift-extensive initiatives, enhancing trouble-solving, management, and project control abilities.
6. Skill Enhancement:
Exposure to dealing with escalated customer calls and dealing with the team’s overall performance allows me to hone my conversation, problem-fixing, and selection-making talents.
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