Operations Manager I

cnx; Hyderabad; On-site; INR 1,200,000 - 1,600,000; Full time

Job summary

Concentrix is seeking an experienced Operations Manager I to supervise a team of Team Leaders and ensure client SLAs and financial goals are met. You will coach leaders, monitor performance metrics, and drive improvements across voice, email, chat, and back-office operations.

Based in Hyderabad, you will partner with Workforce Management, Quality, and Training teams to optimize staffing, processes, and customer experience while maintaining compliance and data security standards.

Qualifications

• Bachelor’s degree and 8–12 years in BPO/operations.
• 3–5 years of people management experience.
• Experience managing international client processes.
• Strong knowledge of contact center metrics and workforce planning.
• Proficiency in MS Excel, PowerPoint and dashboards.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead daily BPO customer service operations across channels.
• Own performance against SLAs and key metrics.
• Manage Team Leaders, Quality Analysts, Trainers, and associates.
• Conduct regular performance reviews and coaching sessions.
• Handle client communication, escalations, and reporting.
• Forecast volumes and plan staffing with Workforce Management.
• Drive process improvements to reduce defects and costs.
• Collaborate with Quality and Training to close knowledge gaps.
• Ensure adherence to policies, data security, and regulatory guidelines.
• Foster accountability, engagement, and career development.

Skills

People management

Communication

Analytical thinking

Problem solving

Decision making

Stakeholder management

Education

Bachelor’s degree

Tools

MS Excel

PowerPoint

Reporting dashboards

Contact center platforms

Job description

Job Title: Operations Manager I

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.

Key Responsibilities

• Lead daily BPO customer service operations across voice, email, chat, social, or back-office channels, depending on client scope.
• Own operational performance against SLAs, including service level, average speed of answer, abandonment rate, average handle time, first contact resolution, quality, NPS, productivity, and schedule adherence.
• Manage Team Leaders, Quality Analysts, Trainers, Workforce Management partners, and frontline associates to ensure consistent delivery of business outcomes.
• Conduct regular performance reviews, coaching sessions, skip-level connects, and action planning to improve individual and team performance.
• Handle client communication, business reviews, escalations, issue resolution, and operational reporting with accuracy and professionalism.
• Partner with Workforce Management to forecast volumes, plan staffing, manage shrinkage, and ensure adequate coverage across shifts.
• Drive process improvement initiatives to reduce defects, improve customer experience, increase efficiency, and optimize cost of delivery.
• Work with Quality and Training teams to identify knowledge gaps, strengthen calibration, improve compliance, and build customer-centric behaviors.
• Ensure adherence to company policies, client requirements, data security standards, regulatory guidelines, and information security procedures.
• Build a positive, inclusive, and performance-driven culture focused on accountability, employee engagement, retention, and career development.

Required Qualifications

• Bachelor’s degree.
• 8–12 years of experience in BPO, contact center, customer service, service delivery, or operations management.
• Minimum 3–5 years of people management experience, preferably managing Team Leaders or supervisors.
• Experience managing customer service processes for international clients.
• Strong understanding of contact center metrics, workforce planning, quality frameworks, and performance management practices.
• Proficiency in MS Excel, PowerPoint, reporting dashboards and contact center platforms.
• Excellent communication, stakeholder management, analytical thinking, problem-solving, and decision-making skills.
• Ability to work in rotational shifts, extended hours, or weekends based on business requirements.

Preferred Skills and Competencies

• Client relationship management and executive communication.
• Operational excellence mindset
• Strong coaching capability and ability to build leadership depth within the operation.
• Data-driven approach to performance diagnosis, root cause analysis, and action planning.
• Ability to manage change, stabilize new processes, and support transitions or ramp-ups.
• Commercial understanding of utilization, cost per transaction, billing, productivity, and margin impact.

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.

Location: IND Hyderabad - Unit No. 601 6th Flr Maximus Building 2A Mindspace

Language Requirements

Time Type

Full time