• Job Description

  Req#: R1433214

  Job Title:

  Sr. Team Leader, Operations

  Job Description

  ***This IJP is open only for Mumbai, Pune, Thane & Vadodara location employees***

  ***Selected employees will have to Work from Office as per (B & M Model)***

  ***It is a 6-day working process***

  ***Graduation is mandatory for this IJP***

  
  ***Employees working in Kalesa process are not eligible to apply for Carpe diem Process IJP due to client contractual binding***
  

  ***Ensure your personal Email Address is updated in workday to get your application processed***
  

  Process Information :

  Carpe diem is the largest e-commerce company in India and Concentrix supports them with different LOB’s , one of them is Level 2 team which manages Complaints raised by Customers. We review the cases and update the customer with the resolution.

  Eligibility :

  • All CL/Grade 9A employees who have spent 18 months in the current CL/Grade and 12 months in current process/ vertical with last two annual Performance Rating Criteria 3 and above (combination of Exceptional, Exceeding, Meeting)
  • All CL/Grade 9B employees who have spent 12 months in the current CL and 12 months in current process/ function.

  Tenure Eligibility for Tech Digital Employees :

  • All Comp Grade T9 employees who have spent 18 months in the current comp grade and 12 months in current Function & Job Family.

  Key Responsibility :

  • Lead Team Members, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation
  • Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved
  • Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
  • Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
  • Communicate expectations to employees and provide timely updates and changes
  • Provide subject matter expertise in handling escalated customer calls as needed
  • Manage team metrics and retention goals. Participate in discussions about reasons for attrition and root cause. Team with Site Leadership to develop actions to reduce attrition where possible. Provide feedback to team members on both call coaching and other daily performance and behavioral activities
  • Stay current on internal work processes, policies and procedures. Attend required manager development training
  • Supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
  • Complete shift-wide projects that aim to increase productivity, quality or other KPI
  • Promote the Company's values through both behavior and attitude, including being an advocate for your team members

  Desired Skills :

  • Associate's degree in related field with four to six years of experience (with at least one year of Progressive Management Experience) preferred
  • Strong communication skills, both written and verbal
  • Demonstrated ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
  • Demonstrated ability to mentor, coach and provide direction to a team of employees
  • Work well under pressure and follow through on items to completion
  • Willingness to work a flexible schedule

  Location:

  IND Mumbai - Symphony IT Park - 6th Flr

  Language Requirements:

  Time Type:

  Full time

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• About the company

  Concentrix,is a technology-enabled global business services company specializing in customer engagement and improving business performance for some of the world’s best brands.

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