Operations Manager I

Convergys; Gurgaon; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Concentrix Gurgaon in India is seeking an Operations Manager I to coach and supervise a group of Team Leaders, ensuring client SLAs and financial targets are met. The role involves leading performance management, planning workloads, and driving continuous improvement in a fast-paced contact center environment.

You will partner with client teams, analyze reports, and implement action plans. The candidate should have a graduate degree with 7+ years in progressive management, preferably in call

Qualifications

• Associate’s degree in a related field with 7+ years of experience, including 2+ years in progressive management.
• Call center experience preferred.
• Proven ability to coach and develop performance plans and provide actionable feedback.

Responsibilities

• Analyze and maintain Client Service Level Agreements; implement improvement plans.
• Maximize revenue to meet short- and long-term financial targets; forecast and budget.
• Coach, train, and manage the performance of direct reports and teams.
• Review operational reports and client scorecards; drive continuous improvement.
• Lead cross-functional meetings with Training, HR, Quality, and other functions.
• Attend business reviews with the client and ensure adherence to company policies.

Skills

Coaching

Team Leadership

Communication

Performance feedback

Analytical thinking

Education

Associate degree or higher

Job description

## Operations Manager IApplylocations: IND Gurgaon - Bld 6 Ground & First Floortime type: Full timeposted on: Posted Todaytime left to apply: End Date: August 31, 2026 (29 days left to apply)job requisition id: R1746742Job Title:Operations Manager IJob DescriptionThe 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.**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 make adjustments to meet changing requirements• Attend business reviews with the client• Handle a team of team leaders**Key skills and knowledge:**• Associate’s degree in a 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 demand• 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 team members• Willingness to work in a flexible schedule**Educational Qualification :** Graduate**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.'