About the Organisation

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:

  • Prior experience in financial services preferred. Should have exposure in managing Chat and voice line of business. 1.5 min years of experience as Team Leader in customer service domain.             
  • Manage a team of 20-25 resources.
  • Accountable for the performance of the team aligned.
  • Strong product / process knowledge and its SLAs.
  • Responsible to meet all agreed client SLAs and performance parameters.
  • Ensure complete participation in and contribution to organization/process level initiatives (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.
  • Provide support to the team by acting as the first line of escalation for customer related queries in order to provide exceptional customer service.
  • Develop strong interpersonal relationships with the team, to cohesively bond them together with the Customer and integrate them with the vision and core values of the Customer.
  • To embody the spirit of excellence through team building, able leadership and sound people management skills.
  • Identify areas of concern and under performance and take corrective measures.

Key skills & knowledge:

  • Excellent verbal and written communication skills
  • Should be willing to work in shifts rotational, (24/7 environment) along with split weekly offs.
  • Overall, should be a good team player with willingness to learn and drive to achieve.
  • Good Excel & PowerPoint skills and Reporting knowledge
  • Should be able to drive Continuous Improvement in the process.
  • Strong working knowledge of PC based Internet and software applications
  • Ability to maintain highly confidential information.
  • Skill in focusing on desired results, determining what is important and urgent, clarifying next steps, and delegating effectively to meet deadlines and achieve desired results.

Educational Qualification:  

  • Graduation

How to Apply?

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