Walkin Drive for Team Leader Position (voice) – 13th September, 2017
Time – 11am-4pm
- Candidates willing to relocate to Pune can walk-in to the below locations for the interview on 13th September, 2017
NCR: Building 6, Tower-A , Ground floor, Cyber city ,Gurgaon, Near phase 3 rapid metro station |
Bangalore: Level 1, D4, Manyata Embassy Business Park, Nagawara Outer Ring Road |
Pune : Near Don Bosco School, Tech Park One, Panchshill Tower A, Yerwada |
Mumbai: 5th Floor, Magnus Towers, Mindspace, New Link Road, Chincholi Bunder Rd, Malad West |
Kolkata: DLF IT Park, Tower A, 2nd Floor, New Town Rajarhat
Job Description Section Posting title Assistant Manager Operations (Voice)
Location Pune, India
Concentrix, a wholly-owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a leading business services company. We focus on customer engagement and improving business outcomes for over 450 global clients across six continents. Our 100,000+ staff deliver technology-infused, omni-channel customer experience management, marketing optimization, digital, consulting, analytics, and back office solutions in 40+ languages from 125+ delivery centers. We serve automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; and energy and public sector clients. Visitwww.concentrix.com to learn more. Roles & Responsibilities Handle escalations (team and client) Work as a Single point of contact for all non-operations departments and identify, evaluate & coordinate operational, Admin, IT and HR issues Understanding Metrics and Driving Improvement for the same Responsible for monitoring intra-day work volume, real-time staffing, agent adherence, exception process, technology functionality and client communications Managing and amending daily schedules based on real time demand Maintaining and drive leave planner and drive schedule efficiencies Makes appropriate recommendations and adjustments to leverage resources, skill changes, post Overtime, or escalate as required Monitors and reviews service level reports to scan for issues and anomalies, and report perceived concerns of the process Manages client needs and escalations according to established escalation process. Also maintain error free MIS Ensures client and company’s goals are met by monitoring & analyzing work volume variances to forecast and re-forecasting as necessary to adjust the staffing levels Establish cross skilling plan for the agents Understand the complete process and its SLA Ability to gauge the caliber of agents and train them accordingly Ensure complete participation and contribution in organization/process level initiatives (e.g. Absenteeism, Attrition control) that may be implemented from time to time to improve efficiency Ensure that the internal/external targets are met and the team shows continuous improvement month on month Planning and prioritization of schedule adherence Data collection and analysis of team performance parameters Coaching and feedback to mid quartile and bottom quartile agents Mentoring top quartile performers Achieve stretch targets and make decisions as well as manage complex/ difficult employee situations Forward non-resolvable issues to Operations Manager and Project Manager Analyzing & communicating the areas of opportunity to improve overall client / customer experience Provide backup support for extreme high volumes and absence situations General and Specific skill sets: Proficient with Microsoft Office applications (Word, Excel, PowerPoint, Visio, MPP) Ability to manage and lead a team of 15-25 agents Ability to drive performance and improvements through positive conversations Effective performance planning for self and team, time management and self-organization Coaching and Feedback Ability to achieve stretched targets and able to take decisions and manage complex/ difficult employee’s situation Willing to work in night shifts Qualification Section:- Graduate in any stream Disclaimer:- ‘Neither Concentrix Daksh Services India Private Limited 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.’
Please refer to the Job description above
Concentrix Daksh Services India Private Limited.
A wholly owned subsidiary of SYNNEX Corporation (NYSE: SNX), Concentrix is a leader in high-value global business services. It partners with its clients to deliver end-to-end customer engagement services, technology innovations, analytics, process optimization, and business improvements. The global business services firm transforms the customer experience, and streamlines front and back office and industry-specific processes to provide the highest value from every customer interaction. Based in 25 countries with a staff of more than 70,000 who speak 40+ languages, Concentrix offers industry expertise in 10 industries: Banking & Financial Services, Healthcare & Pharmaceutical, Insurance, Technology, Consumer Electronics, Retail & e-Commerce, Government & Public Sector, Media & Communications, Automotive and Travel, Transportation & Tourism.