{"id":1380061,"url":"https://alion.io/job/concentrix-team-leader-operations-18","title":"Team Leader, Operations","company":{"id":84,"name":"Concentrix","domain":"concentrix.com","url":"https://alion.io/company/concentrix","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":71,"open_postings":1190,"ghost_share":0.567,"stale_share":0,"repost_share":0.008,"time_to_fill_p50_days":14,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":10000,"max_usd":23000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":22},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-28T08:07:16Z","employer_posted_date":"2026-09-28","last_verified_at":"2026-10-13T18:34:17Z","board_verified":true,"closed_at":null,"days_open":15,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":14},"description":"Job Title:\nTeam Leader, OperationsJob Description\nThe 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.\n1. Job Description: Team Leader (TL) - Fraud Back Office\nThis role focuses on operational volume management, financial risk mitigation, compliance, and end-to-end SLA delivery for complex processing queues.\nPosition: Team Leader, Operations (Fraud Back Office)\nJob Location: Hyderabad\nTotal Experience: 8+ Years\nRelevant Experience: 5+ Years in Fraud/Disputes/Recoveries Back Office Operations\nKey Responsibilities\nSLA & Inventory Management: Maintain daily, weekly, and monthly Service Level Agreements (SLAs) across back-office queues (Application Fraud, Disputes, and Recoveries) ensuring zero backlog accumulation.\nPerformance Management: Track, review, and drive individual and team metrics such as Turnaround Time (TAT), Processing Accuracy, and Quality Scores.\nFinancial Risk Mitigation: Provide operational oversight over high-value fraud claims, dispute cycles, and fund recovery workflows to minimize operational leakages and net credit losses.\nProcess Audits & Compliance: Ensure all team processing strictly adheres to regulatory banking compliance guidelines and card network dispute mandates.\nRCA & Client Reporting: Conduct comprehensive Root Cause Analysis (RCA) on process errors, financial misses, or fraud leaks. Present findings and operational updates in weekly/monthly business reviews (WBR/MBR).\nPeople Development: Conduct regular one-on-one coaching, career planning, and performance management reviews. Drive succession planning by grooming SMEs into future leadership roles.\nDesired Domain Expertise\nDeep structural knowledge of the end-to-end dispute lifecycle, specifically governing representment response windows and pre-arbitration (pre-arb) filing criteria.\nStrong functional knowledge of card backend chargeback cycles, card-not-present fraud, and asset recovery/beneficiary bank recall logic.\nExpert capacity planning skills to manage volume volatility across multiple back-office processing workflows.\n2. Job Description: Team Leader (TL) - Fraud Voice\nThis role focuses on real-time telephony management, customer satisfaction, active risk containment, and contact center service levels.\nPosition: Team Leader, Operations (Fraud Voice)\nJob Location: Hyderabad\nTotal Experience: 8+ Years\nRelevant Experience: 5+ Years in a Fraud Voice / Banking Contact Center environment\nKey Responsibilities\nIntraday Telephony Metrics: Monitor real-time queue traffic, schedule adherence, and critical voice metrics including Service Level (SL), Abandonment Rate, and Average Handling Time (AHT).\nCustomer Experience (CX) Governance: Drive team strategies to maximize First Contact Resolution (FCR), Customer Satisfaction (CSAT), and Net Promoter Scores (NPS) while navigating high-friction fraud situations.\nDe-escalation Oversight: Manage high-risk live call escalations, executive complaints, and critical vulnerability scenarios (e.g., active identity theft or wallet compromises).\nQuality Assurance & Calibration: Lead call calibration sessions with the Quality Assurance (QA) team to ensure agents remain highly compliant with regulatory and security verification steps.\nIncident Management: Coordinate immediate, cross-functional actions during emergency fraud attack trends or system outages affecting telephone lines.\nCoaching & Engagement: Utilize regular call-listening and performance data to provide targeted behavioral coaching, boosting agent confidence and empathy levels on fraud calls.\nDesired Domain Expertise\nDeep understanding of telephony platforms, workforce management practices, and IVR routing rules.\nMastery over security/identity authentication parameters (KYC, customer verification steps) and handling distressed victims of fraud.\nEducational qualification: Any Graduate or Masters\nDisclaimer: -\n'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.'\nLocation:\nIND Hyderabad - Unit No. 201 2nd Flr Building 4 at K-Raheja, MindspaceLanguage Requirements:\nTime Type:\nFull time","description_format":"text","description_chars":4833,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"master","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-09-28T08:07:16Z"}],"visa":[],"liveness":{"score":19,"band":"cold","label":"Long shot","p_open":1,"p_active":0.338,"p_room":0.55,"age_days":14,"expected_fill_days":14,"reasons":["conf:1","stale_co","evergreen","wave","velocity","win:tail","comp:brand"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/concentrix-team-leader-operations-18","json_url":"https://alion.io/job/concentrix-team-leader-operations-18.json","meta":{"generated_at":"2026-10-13T22:46:38Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":34792,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":84},"rest":"https://alion.io/mcp/rest/get_company?id=84"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fconcentrix-team-leader-operations-18"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fconcentrix-team-leader-operations-18"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fconcentrix-team-leader-operations-18"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/concentrix-team-leader-operations-18\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fconcentrix-team-leader-operations-18"}]}