Operation Team Leader VIETNAM CONCENTRIX SERVICES COMPANY LIMITED

* Responsibilities: - Responsible for team mentoring. - Keep track of schedule adherence. Providing real time Floor Support to agents taking calls - Handling the Escalation and Supervisor calls/sessions and taking Tier 1 calls for specific duration to keep yourself updated on the process knowledge - Motivating the team members to achieve targets set by the company taking the key metrics into consideration. Knowledge sharing and addressing issues of associates through floor walking, live call barging and providing feedback, coaching on the real time/historic basis. - Taking regular sessions briefing mentees on critical issues affecting process as and when directed. - Sharing quality audits coaching associates on appropriate measures to correct Quality Process hygiene. - Contributing in offering recommendations for process product improvement to the Delivery * Manager. - Taking regular pre and post shift huddles discussing high and low pointers. - Providing Floor support to agents and providing other assistance as the Backup for the Team * Leader - Strong knowledge of Operating Systems (e.g. Current Windows OS) should have knowledge of basic technical issue (no boot, no internet, Wi-Fi connectivity etc.) - Knowledge of Telephony/ Devise support Phone, Tablet, Phablet is a pre-requisite

- Excellent communication skills Good understanding of system resources and allocation Flexible to work. - Open to work in rotating shifts and weekends - Ability to work under pressure Target Oriented Team Management Skills Good team mentor - Professional work attitude and eager to learn - Yellow belt certification would be highly desirable - Action Oriented, Integrity and Trust, Perseverance - Command Skills, Problem Solving, Drive for results, Standing along and Directing Others - Managing & measuring work - Ability to handle pressure - Problem solving, analytical and data entry mastery - Excellent verbal and written communications skills - Strong external and management reporting skills - Very good at English