Operations Manager I

Concentrix Corporation; Gurgaon; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Concentrix Corporation in Gurgaon is seeking an Operations Manager I to lead client service delivery, drive performance, and manage a team of supervisors. The role focuses on SLA adherence, revenue optimization, and staff development.

The ideal candidate has a graduate degree with 7+ years of experience, including 2 years in progressive management, strong communication, and the ability to coach teams through change in a fast-paced BPO environment.

Qualifications

• Graduate with 7+ years of experience, including at least 2 years in progressive management.
• Experience in call center environment preferred.
• Strong coaching and performance improvement abilities.
• Excellent written and verbal communication; able to present to stakeholders.

Responsibilities

• Analyze and meet service level agreements; implement improvement plans.
• Manage revenue generation including forecasting and budgeting.
• Lead, train, and evaluate direct reports; assign workloads.
• Review operational reports and drive continuous improvement.
• Build relationships with client partners and attend business reviews.
• Ensure policies, standards, and corrective actions are followed.

Skills

Leadership

Coaching

Communication

Project management

Staff development

Education

Graduate

Job description

## Operations Manager IApply: IND Gurgaon - Bld 14 IT SEZ Unit 1, 5th, 6th and 17th Flr: Full time: Posted Yesterday: End Date: October 30, 2026 (27 days left to apply): R1757404Job Title:Operations Manager IJob DescriptionConcentrix 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**Candidate Profile**• Associate’s 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 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 a team of employees• Willingness to work 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.'