Operations Manager

Convergys; Vadodara; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Concentrix is seeking an Operations Manager for Vadodara to coach and supervise a group of Team Leaders, ensuring client service levels and financial targets are achieved for an ecommerce account. You will drive end-to-end operations with a focus on CSAT, SLA, productivity and quality, while building a high-performing frontline team.

The role requires strong data analysis, stakeholder management, and a continuous improvement mindset, with responsibility for hiring, engagement, attrition control,

Qualifications

• 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.

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.

Skills

Operations leadership

BPO

Data analysis

Stakeholder management

KPI management

Team leadership

Process improvement

Communication

Education

Graduate in any discipline

Job description

Job Title: Operations Manager

Job Description 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.

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

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.

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.

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

Location: IND Vadodara - Imperia Building SF