Manager - Ops Support

Convergys; Gurgaon; On-site; INR 1,300,000 - 1,700,000; Full time

Job summary

Concentrix is a global technology and services leader powering brands with integrated solutions in over 70 countries. We help organizations improve business performance through data-driven insights and advanced analytics.

As a Manager - Ops Support, you will lead analytics efforts, design dashboards, and drive cross-functional collaboration to optimize operational performance and client insights.

Qualifications

• Data literacy and manipulation using SQL and basic Python to reduce IT dependence.
• Financial modeling with forecasting, budgeting, and scenario planning using advanced Excel features.
• Storytelling with data to persuade non-financial stakeholders and executives.
• Strong business acumen to interpret KPIs and impact on revenue.
• Market research to understand demographics and market positioning.
• Ability to translate data insights for HR, operations, and executive teams.
• Change management to drive new processes across teams without misses.

Responsibilities

• Data-Driven Strategy: translate goals into analytical solutions and track KPIs to improve performance and client insights.
• Reporting & Visualization: design and manage dashboards and executive reports for real-time business health.
• Market & Customer Research: analyze client behavior and market trends to identify growth opportunities.
• Team Leadership: mentor and develop a data analyst team to ensure quality outputs.
• Data Analysis & KPI Tracking: monitor metrics, analyze variances, and identify profitability trends.
• Strategic Planning & Forecasting: build models for rolling forecasts and long-term planning.
• Executive Reporting: present data clearly to senior management.
• Cost Optimization: identify areas for cost reduction and efficiency.
• WFM/RTA Management: manage operations, SLA delivery, and stakeholder engagement.
• Relationship management: organize resources and set goals across teams.
• Reporting Skills: strong external and management reporting.

Skills

Data literacy

SQL

Python basics

Financial modeling

Excel advanced

Data storytelling

Cross-functional communication

Tools

Tableau

Power BI

Job description

Job Title: Manager - Ops Support Job Description Skillset Expected:

• 1. Data Literacy & Manipulation: The ability to independently extract and clean large datasets using SQL and basic Python, reducing reliance on IT.
• 2. Financial Modeling: Creating dynamic forecasting, budgeting, and scenario-planning models using advanced Excel features (e.g., Power Query, macros, and financial math formulas)
• 3. Data Storytelling & Communication: Simplifying complex numerical data into clear, persuasive narratives for non-financial stakeholders and executives
• 4. Business Acumen: Understanding overarching industry trends, key performance indicators (KPIs), and how data insights impact bottom-line revenue.
• 5. Market Research & Consumer Insights: Expertise in quantitative and qualitative analysis to understand target demographics and market positioning
• 6. Cross-Functional Communication: Translating complex data into actionable insights for diverse stakeholders, including HR, operations, and executive teams.
• 7. Change Management: Driving new processes or business changes across teams without causing misses.

Key Responsibilities

Business Insights

• 1. Data-Driven Strategy: Translating business goals into analytical solutions, tracking Key Performance Indicators (KPIs), and conducting deep-dive analyses to operational performance, enhance client insights & stabilize business.
• 2. Reporting & Visualization: Designing and managing automated dashboards and executive reports (using tools like Tableau or Power BI) that provide a clear, real-time view of business health
• 3. Market & Customer Research: Analyzing client behavior, competition trends data to uncover growth opportunities and guide new product development or business strategies.
• 4. Team Leadership: Managing, mentoring, and developing a team of data analysts to ensure high-quality, accurate, and timely analytical outputs

Financial Reporting

• 1. Data Analysis & KPI Tracking: Monitoring operational and financial metrics, analyzing performance variances, and identifying trends in profitability.
• 2. Strategic Planning & Forecasting: Building financial models for rolling forecasts, budgeting, and long-term scenario planning.
• 3. Executive Reporting: Translating complex data sets into clear, visual dashboards and presentations for senior management and stakeholders.
• 4. Cost Optimization: Identifying areas for cost reduction, margin improvement, and operational efficiencies across various departments.

WFM/RTA Management

• 1. Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction
• 2. Establish & Manage Relationships / Engagement with the Clients.
• 3. Organize resources, set goals, implement strategic plans ensuring tactical day-to-day functioning; reporting responsibilities.
• 4. Strong external and management reporting skills

Location

IND Gurgaon - Bld 6 Ground & First Floor

Language Requirements

Time Type: Full time

Mission

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview

We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.