Sr. Team Leader, Operations (Cantonese)

**THIS ROLE ONLY REQUIRES Cantonese NATIVE SPEAKERS** About Concentrix • Managing a team of 20 to 25 FTE' • Client/Customer/People Management • Drive Performance in the team to meet targets • Manage the daily team activities and ensure the daily operations run smoothly. • Drive Team adherence and manage monthly scheduling. • Handling Escalations • Manage key business metrics like SLA's and CSAT • Run reports & conduct a thorough analysis of SLA misses. • Drive Continuous Improvement in the team along with metrics improvement • Generate dashboard and scorecards for the Team for review. • Performance management and appraisals for the entire Team. • Weekly Reviews to the Management on key deliverables. • One-One with the team and scheduled Monthly Team meetings. • Feedback and Coaching • Knowledge management for the team and quality control • Apply performance management strategies - action plans, BQ planning • Responsible for people/employee career development Generic & Behavioral Skills – • Excellent verbal and written communication skills. • Should be willing to work in shifts along with the team in customer business time. • Overall should be a good team player with willingness to learn and drive to achieve. • Practice and focused on Metrics. • Good Excel skills and Reporting knowledge • Should be able to drive Continuous Improvement in process. • Compliance - 100% IT-Sec and on time and accurate ILC clocking in last 6 months • Awareness on SLA/SLO Metrics and should be flexible for 24*7 shifts.