Hi Team,
Client is going through some changes in internal management until then the Position is on HOLD. Kindly donot share any more profiles since the client wont consider the same. Thank you for the continuous support.
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Hi Team,
We have shared sufficient CVs for the time being and client is in the process of shortlisting and processing them for Interviews. Request you all not to source fresh profiles till further update. Appreciate your support.
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FOR SHORTLISTED CANDIDATES, VIRTUAL DRIVE WILL BE CONDUCTED ON 2 JULY 2021 FRIDAY BETWEEN 11 AM TO 6 PM.
Interview Process:
· Post CV Screening Jasmine will provide a time slot to connect your candidate for a con call
· Post her short listing, candidate’s profile will be shared with the client .
· Please process the candidate who can join immediately or within 30 days
· If notice period is more than 30 days, please share if candidate’s employer is ready to buyout the notice
· Work from Home till lockdown post which candidate has to work from office
· Domestic process at Malad. Candidate will not have to give Versant or AMCAT.
Sr. No. | Candidate Name | Location | Total Experience | Relevant Experience | Current Company | Current Designation | Current CTC | Expected CTC | Notice Period | Reasons To Quit | Communication Skills on the scale of 10 | Domain Knowledge on the scale of 10 | |
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Company Website: https://www.concentrix.com/ |
Concentrix, a business services company, is a subsidiary of SYNNEX Corporation |
Its parent, SYNNEX sits at number 198 on the Fortune 500 listing |
Concentrix is headquartered in Fremont, CA. |
Concentrix provides service in 10 industries: Automotive, Banking and Financial Services, Consumer Electronics, |
Energy and Public Sector, Healthcare Services, Insurance, Media and Communications, Retail and eCommerce, Technology, and Travel, Transportation and Tourism. |
Concentrix has grown through multiple acquisitions bringing on board eight companies since 2006 |
Two of the acquisitions that are especially notable include the IBM Worldwide Customer Care Services Business and the Minacs Group Pte. |
On Sep 12, 2013, Concentrix added 45,000 employees. The acquisition included adding over 300 clients delivering services in more than 40 languages through 50 delivery centers on six continents |
On Aug 2, 2016 Concentrix announced completion of the acquisition of The Minacs Group Pte with closure on Sept 1, 2016 |
Job Code | JC/271 |
Process | Team Leader Operations |
Gender | Male / Female |
No. of Positions | 10 |
About Process | Manage and lead a team of 20 agents |
Drive performance and improvements through positive conversations | |
Effective performance planning for self and team, time management and self organization | |
Impart Coaching and Feedback | |
Achieve stretched targets and take decisions and manage complex/ difficult employee situations | |
Handle escalations (team and client) | |
Be the Single point of contact for all non operations departments and identify, evaluate & coordinate operational, Admin, IT and HR issues | |
Understand and drive Metrics Improvement | |
Willing to work in rotational shifts, weekends, holidays and festivals | |
Responsible for monitoring intra day work volume, real time staffing, agent adherence, exception process, technology functionality and client communications | |
Manage and amend daily schedules based on real time demand | |
Maintain and drive leave planner and drive schedule efficiencies | |
Make appropriate recommendations and adjustments to leverage resources, skill changes, post Overtime, or escalate as required | |
Monitor and review service level reports to scan for issues and anomalies report perceived concerns of the process | |
Manage client needs and escalations according to the established escalation process. Also maintain error free MIS | |
Ensure 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 up skilling plan for agents | |
Understand the complete process and its SLA | |
Ability to gauge the caliber of agents and train them accordingly | |
Ensure complete participation in and contribution to 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 | |
Provide Coaching and feedback to mid and bottom quartile agents | |
Mentor top quartile performers | |
Achieve stretch targets and make decisions as well as manage complex/ difficult employee situations | |
Forward non resolvable issues to the Operations and Project Managers | |
Analyze & communicate the areas of opportunity to improve overall client satisfaction | |
Title | Team Leader Operations |
Location | Mumbai Malad |
Requirement | Domestic Process at Malad |
Inbound Customer Service | |
KRA KPI managing attrition, shrinkage, how to control AHT, meaning of AHT, client deliverables | |
Proficient in MS Office. Good knowledge of Power point and Excel (including formulas and functions, pivot tables). | |
Excellent written and verbal Communication Skills Required (B29) | |
Should have ability to work under pressure with analytical & problem solving skills | |
Education | Graduates/Under Graduates/Diploma with 5 years of experience as Team Leader on papers into BPO (Back office Process) having experience of KRA KPI managing attrition, shrinkage, how to control AHT, meaning of AH |
Shift timings | 24x7 Rotational Shift (9 hours shift) |
Transport Boundaries | NA |
Transport Facility | NA |
Salary Range | 3.3 to 5.5 Lacs pa (25 30% hike on last drawn) |
Weekly Off | 6 days working, rotational shift , rotational weekly off, |
Age | 20 to 40 years |
USP | Designation, Growth Opportunities, Salary, 2 Week offs |
Rounds of Interview | HR (Check previous experience, Qualification, Age, Communication skills, Compensation, Stability) |
Operations (Check capabilities & discuss compensation) | |
Documents | Educational + Identity Proof + Residential Proof + Offer Letter + Salary Proof (Bank Statement/Payslip) + Relieving Documents |
Clawback | 90 Days |
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