Job Title: Team Leader
Job Description
The 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.
Job Overview
We are seeking an experienced and performance-driven Team Leader to manage a Blended Operations team supporting Anti-Money Laundering (AML) processes and certification-related query handling. In this role, you will drive team performance, ensure service delivery excellence, maintain compliance standards, and achieve operational objectives while delivering superior customer experience.
Key Responsibilities
1.Operations & Floor Management
•Oversee daily operations of the assigned Blended Process team to ensure SLA adherence and operational efficiency.
•Monitor queue performance, productivity metrics, quality scores, and service levels.
•Handle process escalations and ensure timely resolution.
•Ensure compliance with all process and business requirements.
•Monitor workforce utilization and schedule adherence.
2.Team Leadership & Coaching
•Lead, mentor, and manage a team of advisors and senior associates.
•Conduct regular performance reviews, coaching sessions, and team huddles.
•Identify performance gaps and implement action plans for improvement.
•Drive employee engagement initiatives and support attrition management.
•Provide ongoing training and development support to team members.
3.Compliance & Quality Assurance
•Ensure adherence to AML guidelines, company policies, and operational standards.
•Partner with Quality and Training teams to improve team performance.
•Conduct audits, calibration sessions, and quality reviews as required.
•Drive process compliance and governance across the team.
4.Performance Analytics & Reporting
•Track and manage key operational KPIs including Productivity, Quality, AHT, CSAT, and Compliance metrics.
•Prepare and share daily, weekly, and monthly operational reports.
•Analyze performance trends and implement corrective actions to meet business goals.
Education: Graduate in any discipline.
Experience:
•Minimum 4+ years of overall experience.
•Mandatory minimum 1 year of experience as a Team Leader.
•Experience in Blended Process operations is mandatory.
•Experience in compliance, or financial services processes will be preferred.
Skills & Technical Proficiency:
•Excellent verbal and written communication skills.
•Strong people management and stakeholder management skills.
•Advanced MS Excel knowledge.
•Strong analytical and problem-solving capabilities.
•Experience working with CRM and reporting tools.
•Ability to drive performance in a fast-paced operational environment.
Mandatory Requirements
•Shift: Night Shift / 24x7 Operations
•Working Days: 5 Days Working
•Week Offs: Saturday & Sunday Fixed Off
•Location: Malad, Mumbai
•Excellent communication skills are mandatory.
Location: IND Mumbai - Paradigm A, 8th & 9th floor, Malad Rajan Pada
Time Type: Full time
