Job Description

Job Title: Team Leader, Operations

Company: Concentrix

Years of Exp: 2–4 years of relevant experience

Location: Mumbai

Role Type: Full-Time Role

Salary: As per company norms

Eligibility: Graduate (Associate’s degree preferred)

Role Overview

The Team Leader, Operations, is responsible for supervising and guiding a team of call center associates to achieve performance metrics. The role involves monitoring work quality, providing coaching and feedback, driving accountability, and ensuring service delivery meets contractual KPIs and financial expectations. The Team Leader also serves as a subject matter expert for escalations and ensures smooth day-to-day operations.

Key Responsibilities

• Supervise day-to-day activities of call center associates, including work and attendance monitoring.
• Provide effective coaching and motivation to team members to ensure consistent high performance.
• Identify performance-related issues, create action plans, and implement corrective actions.
• Ensure customer service delivery meets KPIs and financial expectations.
• Communicate expectations clearly and provide timely updates to associates.
• Handle escalated customer calls with subject matter expertise.
• Conduct team meetings to share updates and encourage open communication.
• Organize team activities to build engagement and productivity.
• Stay updated on work processes, policies, and procedures.
• Attend and complete manager development training programs.

Skills and Qualifications

• Graduate in any discipline (Associate’s degree in a related field preferred).
• 2–4 years of relevant experience, preferably in operations or call center team leadership.
• Strong coaching, mentoring, and leadership skills.
• Ability to work well under pressure and manage multiple priorities.
• Excellent verbal and written communication skills.
• Strong organizational skills, including task prioritization and time management.
• Ability to drive performance, resolve conflicts, and build team accountability.
• Flexible to work in rotational shifts.