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 Responsibility :
Supervise work group, including work assignment and attendance monitoring; provide input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements; manage resources across the assigned portfolio of single client or site (personnel schedules, varying account needs)
Maintain accurate metrics of direct reports individual performance as well as overall team level performance
Conduct analysis on quality performance across single site or client and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plans
Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
Lead quality task forces / action plans with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners) for respective single site or client
Ensure consistent application of the quality process/system across assigned site or client including but not limited to calibration sessions, review the reviewer, insights and reporting; administration of applicable certification and training processes up to and including internal and client requirements
Key Skills and knowledge :
Bachelor's Degree in a related field with 2-4 Years of Experience preferred.
Ability to foster a sense of professionalism and relationship building for self and team.
Strong attention to detail.
Self-starter, sense of urgency and works well under pressure.
Ability to mentor, coach and provide direction to team members.
Ability to lead team members, multi-tasking, prioritization and meeting timelines of deliverables.
Proficient in Microsoft Office.
Strong communication skills, both written and verbal
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.'
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