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 leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance targets.
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching.
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.
• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
• Implement best practices, drive consistent performance, evaluate staffing needs, with input from BD and Client and adjust meet changing requirements.
• Attend business reviews with the client.
• Provide direction and strategy to a team of technical support associates for operational success, strategic alignment and integration of activities.
• Lead, motivate, develop and appraise team members, coordinating their ongoing training and development in order to ensure that their individual and collective performance meets the required standard.
• Sole responsibility for managing process deliverables and defining tasks for team members.
• Accountable to meet the client defined KRA’s. Motivate and develop people, identify opportunities for cost savings and process enhancements.

Key skills & knowledge:

• Inbound & Outbound Customer Service – Phone
• Strong Interpersonal Skills and ability to interact effectively with stakeholders.
• Flexible, adaptable and demonstrate teamwork skills.
• Result & Process Oriented, Ability to handle stress and Ability to motivate.
• Ability to prioritize, meet deadlines, deliver stretch assignments.
• Proficient in MS Office. Good knowledge of Power point and Excel (including formulas and functions, pivot tables).
• Strong organizational skills, able to multitask effectively.
• Knowledge of Organizational structure, workflow and operating procedures
• Leadership, Analytical, People Management and  Presentation skills
• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback.
• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal.
• Work well under pressure and follow through on items to completion while maintaining professional demeanor.
• Excellent oral and written communication skills. Ability to effectively present information to internal and external associates
• Demonstrated ability to mentor, coach and provide direction to team members.
• Willingness to work in a flexible schedule.

Education – Graduate