Operations Manager

Concentrix; Mumbai; On-site; INR 1,800,000 - 2,500,000; Full time

Job summary

Concentrix is seeking an Operations Manager for Mumbai with 6+ years of experience to lead program profitability, client relationships, and delivery excellence.

You will oversee training, performance management, and cross-functional collaboration to drive service levels and continuous improvement in a fast-paced contact center.

The role requires strong leadership, strategic planning, and the ability to balance client needs with employee engagement in a dynamic environment.

Qualifications

• Graduate with 6+ years of experience, including 4+ years in people management in contact centers.
• Excellent written and verbal communication skills.
• Ability to analyse and improve work processes and establish actions to achieve goals.
• Ability to coach and develop action plans to maximize performance.
• Ability to implement change and adapt to evolving business needs.
• Work well under pressure and meet deadlines.
• Organise and prioritise projects in a fast-paced environment.
• Mentor, coach and guide team members.
• Take initiative and ownership with a focus on continuous improvement.
• Foster a customer-service mindset and professionalism.
• Willingness to work in evening shifts.

Responsibilities

• Maintain and grow revenue of program, responsible for profitability including revenue, margins, billing, seat utilization, and retention
• Ensure program has proficient training, staff development, and effective employee relation/recognition programs
• Select, train, develop, and manage performance of direct reports and their associates, including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance standards
• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
• Ensure that the operations are compliant with active contracts
• Oversee client relationships; facilitate open communications, understand client perspectives/expectations, and monitor client satisfaction
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their teams and offer on-going developmental support
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and adjust meet changing requirements
• Participate in opportunity review calls for new business and facilitate site visits from potential clients, keep up to date through trade shows, industry events, and related activities
• Host/ Attend Business reviews on regular basis, communicate the overall objectives within common reports (service reports and Operational Efficiency Reports), ensure that customer, operational and capacity requirements are addressed, hold weekly meetings with all functional leaders and direct reports reviewing site operations, needs, and upcoming events.

Skills

People management

Leadership

Communication

Process improvement

Coaching

Change management

Prioritization

Customer service

Initiative

Mentoring

Adaptability

Evening shifts

Education

Graduate

Job description

Role: Operations Manager

DESIGNATION: Operations Manager

LOCATION: Mumbai

YEARS OF EXPERIENCE: 6+ years experience

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key responsibilities:

• Maintain and grow revenue of program, responsible for profitability including revenue, margins, billing, seat utilization, and retention


• Ensure program has proficient training, staff development, and effective employee relation/recognition programs


• Select, train, develop, and manage performance of direct reports and their associates, including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements


• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance standards


• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed


• Ensure that the operations are compliant with active contracts


• Oversee client relationships; facilitate open communications, understand client perspectives/expectations, and monitor client satisfaction


• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their teams and offer on-going developmental support


• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner


• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement


• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and adjust meet changing requirements


• Participate in opportunity review calls for new business and facilitate site visits from potential clients, keep up to date through trade shows, industry events, and related activities


• Host/ Attend Business reviews on regular basis, communicate the overall objectives within common reports (service reports and Operational Efficiency Reports), ensure that customer, operational and capacity requirements are addressed, hold weekly meetings with all functional leaders and direct reports reviewing site operations, needs, and upcoming events.

Key skills and knowledge:

• Graduate with more than 6+ years of experience (with 4+ years of People Management Experience in contact center) Hospital Operations experience preferred


• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates


• Demonstrated ability to analyse and improve work processes; establish a course of action for self and others to accomplish specific goals


• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback


• Demonstrated ability to implement Change; flexibility to quickly adapt to changing business needs


• Work well under pressure and follow through on items to completion while maintaining professional demeanour


• Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment


• Demonstrated ability to mentor, coach and provide direction to team members


• Demonstrated ability to take initiative and ownership with focus on continuous improvement


• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team


• Willingness to work in evening shifts

Educational Qualification: Graduate

Disclaimers:

• The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.