Operations Manager I

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

Job summary

Concentrix Hyderabad is seeking an Operations Manager I to coach and supervise a group of Team Leaders and ensure client SLAs and financial targets are met. You will drive performance reviews, coaching, and escalations while coordinating with Workforce Management to plan staffing and shift coverage.

The role requires a Bachelor’s degree and 8–12 years in BPO or operations management, with strong analytical, communication, and Excel skills to sustain high quality service delivery for

Qualifications

• Bachelor’s degree required.
• Experience in BPO or operations management preferred.
• Strong analytical and communication skills.

Responsibilities

• Lead daily BPO operations across channels.
• Manage Team Leaders, QA, Trainers, and WFM partners.
• Coach, review performance, and drive improvements.
• Ensure SLA adherence and accurate reporting.
• Collaborate on staffing, coverage and cost optimization.

Skills

People management

Analytical thinking

Decision making

Communication

MS Excel

PowerPoint

Stakeholder management

Leadership

Education

Bachelor’s degree

Tools

MS Excel

PowerPoint

Reporting dashboards

Job description

## Operations Manager IApply: IND Hyderabad - Unit No. 601 6th Flr Maximus Building 2A Mindspace: Full time: Posted Today: End Date: October 9, 2026 (8 days left to apply): R1749192Job 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. **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.