Operations Team Lead
- Concentrix
- 4 - 9 years
- Hyderabad
- 12 days ago
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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:
- 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
- Promote CNX values- walk the talk and lead by example
1. Team Management & Leadership
- Supervise a team of chat and email support executives handling semi-technical queries.
- Allocate tasks, monitor performance, and ensure adherence to SLAs (Service Level Agreements).
- Conduct regular team huddles to share updates, resolve blockers, and reinforce best practices.
- Motivate and mentor team members to improve productivity and quality.
2. Operational Oversight
- Ensure smooth day-to-day functioning of chat and email operations.
- Monitor queue volumes, response times, and escalation handling.
- Maintain shift schedules and ensure adequate staffing coverage.
- Track KPIs such as First Response Time, Resolution Time, CSAT (Customer Satisfaction), and Quality Scores.
3. Quality & Compliance
- Review chat and email interactions for accuracy, professionalism, and compliance with process guidelines.
- Provide constructive feedback and coaching to agents.
- Ensure adherence to data security, confidentiality, and compliance standards.
- Implement corrective actions for process deviations.
4. Technical & Process Knowledge
- Possess working knowledge of semi-technical aspects of the process (e.g., product troubleshooting, system navigation, basic technical queries).
- Act as the first point of escalation for complex queries before involving higher-level support.
- Collaborate with product/technical teams to stay updated on new features, tools, or process changes.
- Document FAQs, troubleshooting guides, and process updates for team reference.
5. Reporting & Analytics
- Prepare daily/weekly/monthly performance reports for management.
- Analyze trends in customer queries, escalations, and agent performance.
- Recommend process improvements based on data insights.
- Share actionable feedback with stakeholders to enhance customer experience.
6. Training & Development
- Arrange refresher sessions for the team.
- Identify skill gaps and arrange targeted training programs.
- Encourage cross-skilling to build team flexibility.
7. Stakeholder Communication
- Act as a bridge between frontline agents and management.
- Escalate recurring issues to relevant departments for resolution.
- Provide updates on operational challenges and achievements.
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.'
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Team LeaderEmployement Type: FreshersContact Details:
Company: ConcentrixLocation(s): Hyderabad
Keyskills: Lead Operations CSAT Call Center Operations Bpo Operations Shrinkage SLA Management Aht Attrition International Voice Process
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