Team Lead

ROLE : Team Leader

DESIGNATION: Team Leader

LOCATION: Thane

YEARS OF EXPERIENCE: 2 Years

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

Key skills and knowledge:

• Minimum 1-2 years of experience in Collections.
• Prior experience in a team handling or supervisory role.
• Strong communication and interpersonal skills.
• Ability to analyze data and implement strategies for performance improvement.
• Knowledge of collection tools and CRM systems is an advantage.
• Lead and manage a team of collection agents handling telecom customer accounts.
• Monitor daily performance metrics and ensure achievement of collection targets.
• Provide coaching, feedback, and training to team members for process improvement.
• Handle escalations and resolve customer issues in a professional manner.
• Ensure compliance with company policies and regulatory guidelines.
• Prepare and share daily/weekly reports with management.
• Drive team engagement and maintain a positive work environment.

Educational Qualification : Graduate in any discipline .

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.'