Team Leader Operations - Chandigarh

☞ Concentrix Daksh Services India Private Limited.

View: 101

Update day: 06-05-2024

Location: Nagar Rajasthan Chandigarh Union Territories Panchkula Haryana

Category: Consulting / Customer Service Production / Operation

Industry: BPO Call Centre

Position: Assistant Manager/Manager-(NonTechnical)

Job type: Full Time, Permanent

Salary: ₹ 3,50,000 - 5,50,000 P.A.

Experience: 4 - 9 years

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Job content

Role and key Responsibilities:


- Manage and lead a team of 20+ agents

- Drive performance and improvements through positive conversations

- Effective performance planning for self and team, time management and self-organization

- Provide Coaching and Feedback

- Achieve stretched targets , decision-making and manage complex/ difficult employee situations

- Handle escalations (team and client)

- Work as a Single point of contact for all non-operations departments and identify, evaluate & coordinate operational, Admin, IT and HR issues

- Understand and drive Metrics Improvement

- Willing to work in rotational shifts, weekends, holidays and festivals

- Responsible for monitoring intra-day work volume, real-time staffing, agent adherence, exception process, technology functionality and client communications

- Manage and amend daily schedules based on real time demand

- Maintain and drive leave planner and drive schedule efficiencies

- Make appropriate recommendations and adjustments to leverage resources, skill changes, post Overtime, or escalate as required

- Monitor and review service level reports to scan for issues and anomalies and report perceived concerns of the process

- Manage client needs and escalations according to the established escalation process. Maintain error free MIS

- Ensure client and company’s goals are met by monitoring & analyzing work volume variances to forecast and re-forecasting as necessary to adjust the staffing levels

- Establish up skilling plans for the agents

- Understand the complete process and its SLA

- Gauge the caliber of agents and train them accordingly

- Ensure complete participation in and contribution to organization/process level initiatives (e.g. Absenteeism, Attrition control) that may be implemented from time to time to improve efficiency

- Ensure that the internal/external targets are met and the team shows continuous improvement month on month

- Planning and prioritization of schedule adherence

- Data collection and analysis


Minimum skills & knowledge:

- Assertive with High energy levels

- Strong Interpersonal Skills and ability to interact effectively

- Flexible, adaptable and demonstrate teamwork skills

- Ability to multitask, Planning and project management skills

- Result orientation, Process Oriented, Ability to handle stress and Ability to motivate

- Strong analytical and reasoning skills

- Ability to learn quickly

- Ability to prioritize, meet time-lines and deliver stretch assignments

- Strong organizational skills and ability to multitask effectively

- Leadership ,Analytical ,Good people management and Presentation skills


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Deadline: 20-06-2024

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