Team Leader

Job Description

Concentrix India is seeking a Team Leader for its High-Volume International Technical Support team to manage a group of technical support associates serving global customers. The role involves driving operational excellence, achieving service level targets, coaching team members, and improving customer satisfaction. The ideal candidate should possess strong leadership, technical troubleshooting knowledge, and excellent communication skills. This position requires continuous performance monitoring, employee engagement, and collaboration with cross-functional teams to deliver exceptional customer experiences.

Key Responsibilities
Lead and supervise a team of international technical support representatives.
Monitor daily performance against KPIs including CSAT, SLA, AHT, and quality scores.
Conduct regular coaching sessions to improve technical and customer service skills.
Handle customer escalations and ensure timely issue resolution.
Analyze team performance reports and implement improvement plans.
Coordinate with operations, quality, and training teams to achieve business goals.
Maintain employee engagement through recognition, mentoring, and feedback.
Ensure compliance with company policies, client requirements, and security standards.
Prepare daily, weekly, and monthly performance reports.
Support hiring, onboarding, and performance evaluations for team members.