Operations Manager

Concentrix; Vadodara; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Concentrix is seeking an Operations Manager to lead and coach a group of Team Leaders for an ecommerce account in Vadodara, India. The role focuses on achieving client SLAs and financial targets while driving service quality and customer satisfaction.

Location is Vadodara (Imperia Building SF). The ideal candidate has 8–12 years in BPO operations, strong stakeholder management and a proven track record in process improvement and data analysis.

Qualifications

• Graduate in any discipline.
• 8–12 years of experience in BPO operations, with ecommerce exposure preferred.
• Strong stakeholder and client management skills.
• Excellent data analysis and decision-making ability.
• Expertise in KPIs: CSAT, Quality, Productivity, AHT, Attrition.

Responsibilities

• Manage end-to-end operations for the E-commerce account.
• Drive performance on CSAT, SLA, Productivity and Quality metrics.
• Lead, coach and develop frontline leaders and teams.
• Ensure effective client governance and reporting cadence.
• Identify process improvements and cost optimization opportunities.
• Oversee attrition, engagement and hiring in collaboration with support teams.
• Drive compliance, quality frameworks and continuous improvement initiatives.

Skills

BPO Operations

Stakeholder Management

Data Analysis

Team Leadership

Process Improvement

Education

Graduate degree

BPO/Contact Center experience

Job description

Job Title: Operations Manager

The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.

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.

Job Description – BPO Manager (E-Commerce Account)

Educational Qualifications

• Graduate in any discipline
• Strong operations and people management background in BPO/Contact Center

Essential Skills

• 8–12 years of experience in BPO operations (E-commerce preferred)
• Strong stakeholder/client management skills
• Excellent data analysis & decision-making ability
• Expertise in KPIs: CSAT, Quality, Productivity, AHT, Attrition
• Team leadership (span of 150–300 FTE)
• Process excellence & continuous improvement mindset
• Strong communication and problem-solving skills

Key Responsibilities

• Manage end-to-end operations for E-commerce account
• Drive performance on key metrics (CSAT, SLA, Productivity, Quality)
• Lead, coach, and develop frontline leaders and teams
• Ensure effective client governance and reporting cadence
• Identify process improvement and cost optimization opportunities
• Manage attrition, engagement, and hiring in collaboration with support teams
• Drive compliance, quality frameworks, and continuous improvement initiatives

Location: IND Vadodara - Imperia Building SF

Language Requirements

Time Type

Full time

Requirements