Operations Manager

Concentrix; New Delhi; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Concentrix is seeking a senior operations leader to oversee client service delivery, manage a team of team leaders, and ensure SLA performance across multi-site operations. You will drive coaching, staffing and performance improvements while collaborating with Training, HR, Quality, WFM, and TA.

The role emphasizes leading initiatives to optimize revenue and client satisfaction in a fast-paced environment. Graduation and seven years of progressive management experience in a call center/BPO

Qualifications

• Associate degree in related field with more than seven years of experience, including at least two years in progressive management.
• Strong coaching and development skills with ability to provide actionable feedback.
• Experience in call center environment preferred.
• Excellent communication, written and verbal communication.
• Ability to analyze and improve processes and drive goals.
• Ability to organize and prioritize in a fast-paced, deadline-driven environment.
• Willingness to work a flexible schedule.

Responsibilities

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.
• Maximize revenue generation to reach long and short-term financial projects (data collection for billable/non-billable hours, forecasting, budgeting).
• Select, train, develop, and manage performance of direct reports; plan and assign work for staff in accordance with policies and legal requirements.
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports).
• Create and maximize relationships with client partners.
• Provide leadership and guidance to direct reports to ensure policy adherence; implement corrective actions as needed.
• Conduct regular one-on-ones with direct reports to review performance and provide coaching.
• Create a positive work environment through employee engagement; resolve employee relations issues promptly.
• Participate in cross-functional meetings with Training, HR, Quality, WFM, TA to define action plans and drive continuous improvement.
• Implement best practices and over-deliver for clients, drive consistent performance, assess staffing needs with input from BD and Client; adjust to changing requirements.
• Attend business reviews with the client.
• Handle a team of team leaders.

Skills

Communication skills

Coaching and development

Process improvement

Leadership

Flexibility

Call center experience

Prioritization

Education

Graduation

Job description

Job Description

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

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.
• Maximize revenue generation to reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
• Selecting, training, developing, and managing 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
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
• Create and maximize relationships with client partners
• 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
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
• 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
• Attend business reviews with the client
• Handle a team of team leaders.

Desired Skillset

• Associate degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred
• Call center experience preferred
• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
• Work well under pressure and follow through on items to completion while maintaining professional demeanor
• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Demonstrated ability to mentor, coach and provide direction to a team of employees.
• Willingness to work a flexible schedule.

Education Qualification

Graduation

Disclaimer

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.