Team Leader Operations- Call Centre

Responsibilities:

• Managing a team of agents o Consistently monitor team to proactively identify potential problems and with guidance ensures appropriate parties are engaged through to resolution. • Coaching and mentoring agents for success o Communicate positive as well as negative feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement. • Client/Customer/People Management • Drive Performance in the team to meet targets • Demonstrate skills at analyzing trends and assist in creating action plans that determine a solution Manage the daily team activities and ensure the daily operations run smoothly.  Drive Team adherence and manage monthly scheduling.  Handling Escalations  Manage key business metrics like SLA's and CSAT  Run reports & conduct a thorough analysis of SLA misses.  Generate dashboard and scorecards for the Team for review.  Performance management and appraisals for the entire Team.  Weekly Reviews to the Management on key deliverables.  One-One with the team and scheduled Monthly Team meetings.  Knowledge management for the team and quality control




© 2019 Concentrix Corporation. All rights reserved
Generic & Behavioral Skills

 Excellent verbal and written communication skills. • Ability to work under pressure and constant changing dynamics. • Should motivate his team to adapt to constant changes • Good planning, organizing and problem-solving skills • Able to encourage, motivate and provide recognition  Should be willing to work in shifts along with the team in customer business time.  Overall should be a good team player with willingness to learn and drive to achieve.  Practice and focused on Metrics.  Good Excel skills and Reporting knowledge  Should be able to drive Continuous Improvement in process.  Awareness on SLA/SLO Metrics  Demonstrated fluency in English & local language.

Qualification: Graduate in any discipline

The preceding statements are intended to describe the general nature and level of work being performed by employees within this classification. They are not intended to include or be construed as an exhaustive list of all responsibilities, duties, qualifications and skills required of personnel assigned to this job. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Responsibilities:

• Managing a team of agents o Consistently monitor team to proactively identify potential problems and with guidance ensures appropriate parties are engaged through to resolution. • Coaching and mentoring agents for success o Communicate positive as well as negative feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement. • Client/Customer/People Management • Drive Performance in the team to meet targets • Demonstrate skills at analyzing trends and assist in creating action plans that determine a solution Manage the daily team activities and ensure the daily operations run smoothly.  Drive Team adherence and manage monthly scheduling.  Handling Escalations  Manage key business metrics like SLA's and CSAT  Run reports & conduct a thorough analysis of SLA misses.  Generate dashboard and scorecards for the Team for review.  Performance management and appraisals for the entire Team.  Weekly Reviews to the Management on key deliverables.  One-One with the team and scheduled Monthly Team meetings.  Knowledge management for the team and quality control




© 2019 Concentrix Corporation. All rights reserved
Generic & Behavioral Skills

 Excellent verbal and written communication skills. • Ability to work under pressure and constant changing dynamics. • Should motivate his team to adapt to constant changes • Good planning, organizing and problem-solving skills • Able to encourage, motivate and provide recognition  Should be willing to work in shifts along with the team in customer business time.  Overall should be a good team player with willingness to learn and drive to achieve.  Practice and focused on Metrics.  Good Excel skills and Reporting knowledge  Should be able to drive Continuous Improvement in process.  Awareness on SLA/SLO Metrics  Demonstrated fluency in English & local language.

Qualification: Graduate in any discipline

The preceding statements are intended to describe the general nature and level of work being performed by employees within this classification. They are not intended to include or be construed as an exhaustive list of all responsibilities, duties, qualifications and skills required of personnel assigned to this job. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

- Healthcare Plan
- Paid Leave

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