{"id":3777632,"url":"https://alion.io/job/concentrix-team-leader-operations-31","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":"C","score":66,"open_postings":1022,"ghost_share":0.559,"stale_share":0,"repost_share":0.013,"time_to_fill_p50_days":27,"computed_at":"2026-11-05T05:54:30Z"}},"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":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-04T23:45:20Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-05T05:40:30Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":0},"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.\n\nRole and Key Responsibilities:\n·Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements\n·Regularly impart effective coaching to teammembers, enabling consistent high-performance delivery\n·Identify performance related issues, develop an action plan for improvement, and implement corrective action\n·Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs’) and financial expectations\n·Communicate expectations to employees and provide timely updates\n·Provide subject matter expertise in handling escalated customer calls as needed\n·Conduct TeamMeetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize teamactivities\n·Stay current on internal work processes, policies and procedures. Attend required manager development training\n·Promote CNX values- walk the talk and lead by example\n1. TeamManagement & Leadership\nSupervise a teamof chat support executives handling Customer queries.\nAllocate tasks, monitor performance, and ensure adherence to SLAs (Service Level Agreements).\nConduct regular teamhuddles to share updates, resolve blockers, and reinforce best practices.\nMotivate and mentor teammembers to improve productivity and quality.\n2. Operational Oversight\nEnsure smooth day-to-day functioning of chat and email operations.\nMonitor queue volumes, response times, and escalation handling.\nMaintain shift schedules and ensure adequate staffing coverage.\nTrack KPIs such as First Response Time, Resolution Time, CSAT (Customer Satisfaction), and Quality Scores.\n3. Quality & Compliance\nReview chat and email interactions for accuracy, professionalism, and compliance with process guidelines.\nProvide constructive feedback and coaching to agents.\nEnsure adherence to data security, confidentiality, and compliance standards.\nImplement corrective actions for process deviations.\n4. Reporting & Analytics\nPrepare daily/weekly/monthly performance reports for management.\nAnalyze trends in customer queries, escalations, and agent performance.\nRecommend process improvements based on data insights.\nShare actionable feedback with stakeholders to enhance customer experience.\nDesired Skills:\n·Associate's degree in related field with two to four years of relevant experience preferred\n·Highly motivated individual with skills to develop and coach teammembers to achieve performance expectations\n·Work well under pressure and follow through on items to completion\n·Strong communication skills, both written and verbal\n·Ability to lead teammembers multi-tasking, prioritization, and meeting timelines of deliverables\n·Ability to mentor, coach and provide direction to teammembers\n·Willingness to work in a flexible schedule\nEducational Qualification: Graduate\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 Madhapur - Unit No. 601, 6th Flr, Maximus Building 2A at Mindspace, Hitec CityLanguage Requirements:\nTime Type:\nFull time","description_format":"text","description_chars":4006,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[]},"benefits":["Flexible schedule"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-11-04T23:45:20Z"}],"visa":[],"liveness":{"score":40,"band":"fade","label":"Fading","p_open":1,"p_active":0.417,"p_room":1,"age_days":0,"expected_fill_days":27,"reasons":["conf:0","stale_co","evergreen","wave","velocity","win:early","comp:brand"],"computed_at":"2026-11-05T05:54:30Z"},"pay":null,"html_url":"https://alion.io/job/concentrix-team-leader-operations-31","json_url":"https://alion.io/job/concentrix-team-leader-operations-31.json","meta":{"generated_at":"2026-11-05T06:04:07Z","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":"assistant_verified","counted_by":"address","units_charged":1,"used_today":1442,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"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-31"},{"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-31"},{"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-31"},{"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-31\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fconcentrix-team-leader-operations-31"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3777632}},{"tool":"search_jobs","arguments":{"company":"concentrix.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3777632},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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