Job Title: Team Leader Job Description The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability. 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:** · Effective performance planning for self and team, time management, conflict management and self-organization. · Extremely good verbal & written communications skills · Always ensure exemplary employee experience through quick redressal of open issues, employee concerns and feedback. · Promote a positive culture and a respectful environment in the team conducive to high performance and employee delight. · Seek opportunities to motivate and appreciate employees. · Foster an environment founded on high levels of ethics and integrity. · Ability to pre-empt and proactively catch process defects, compliance issues and potential customer escalations and devise strategy to minimize such instances. · Handle customer contacts regularly to stay up to date with the product and be available to provide support · Handle escalations for the team · Work as a Single point of contact for all non ops departments and identify, evaluate & coordinate operational, Admin, IT and HR issues. Forward non resolvable issues to the Ops manager. · Timely closure of all processes and other requirements for self and Team. · Quality Audits to be performed for the team **Key skills and knowledge:** · Experience in Banking/Fintech or financial · Versant score of 58· Planning and Prioritization · 2+ Years of Customer Service Experience · Data Collection and analysis · Coaching and Feedback · Analysis and MIS/Reporting · Customer/Client Interaction Educational qualification: Graduation **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.' Location: IND Visakhapatnam - SRK 7th & 8th Floors Language Requirements: Time Type: **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**