Job Title:

Team Leader, Operations

Job Description

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:The Team Leader plays a pivotal role in driving operational excellence, ensuring compliance with client expectations, and fostering a high-performance culture. This role demands agility, accountability, and a proactive approach to managing people, processes, and performance metrics.1. Operational Excellence & Performance ManagementMonitor daily team performance against KPIs and SLAs (e.g., AHT, Quality, Productivity, NPS, Release Rate).Conduct regular performance reviews and implement corrective action plans for underperformers.Ensure timely and accurate reporting of metrics to internal and client stakeholders.Drive initiatives to improve efficiency, reduce errors, and enhance service delivery with detailed action plans and managing the BQ performance improvement.Presentation Skills mandate, Analysis Why why analysis and basic quality tools knowledgeBasic definition and calculation logics2. Client & Stakeholder ManagementAct as the primary point of contact for client / internal communications related to team performance, escalations, and updates.Participate in client calls, reviews, and governance meetings.Ensure client expectations are met or exceeded through proactive issue resolution and continuous improvement.Share insights and feedback from clients with internal teams to align strategies.3. People Management & DevelopmentLead, coach, and mentor a team of associates to foster engagement and growth.Conduct one-on-one sessions, skip-level meetings, and team huddles to maintain open communication.Identify training needs and coordinate with L&D for skill enhancement.Promote a culture of accountability, recognition, and continuous learning.4. Quality Assurance & ComplianceEnsure adherence to UHC policies, HIPAA regulations, and other compliance standards.Collaborate with QA teams to review call audits, feedback, and implement improvement plans.Address and resolve compliance breaches or process deviations swiftly.5. Flexibility & Business ContinuityBe available as per business needs, including extended hours, weekends, or holidays if required.Support cross-functional initiatives and backfill leadership roles during absences.Adapt to changing business priorities and lead the team through transitions smoothly.6. Ownership & AccountabilityTake full ownership of team deliverables, escalations, and outcomes.Go the extra mile to ensure team success, client satisfaction, and operational stability.Demonstrate initiative in identifying risks, proposing solutions, and driving results.Key Performance IndicatorsCategoryKPI ExamplesPerformanceAHT, Quality, Productivity, NPS, Release Rate etc..QualityQA Scores, Error Rate, Compliance etc..PeopleAttrition, Engagement, Training Hours etc..ClientSLA Adherence, Escalation Handling etc..

Key skills and knowledge:Strong leadership and interpersonal skillsExcellent communication and stakeholder managementAnalytical mindset with attention to detailHigh emotional intelligence and conflict resolution abilityResilience and adaptability in a dynamic environmentHealth care background preferEducational qualification: GraduationDisclaimer: -'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 letterhead with authentic signatures of appropriate Concentrix authorities.

Location:

IND Bangalore - Manyata Blk D4, 1st Flr

Language Requirements:

Time Type:

Full time

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