Operations Manager I

Concentrix Technologies (India) Private Limited; Hyderabad; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

Concentrix Technologies (India) Private Limited is seeking an Operations Manager I to coach and supervise Team Leaders and ensure service level agreements and financial targets are met. The role covers multi-channel customer service operations for international clients, with a focus on performance management and continuous improvement.

The incumbent will work with Workforce Management, Quality, and Training teams to drive efficiency, deliver quality service, and foster a culture of

Qualifications

• Bachelor’s degree is required.
• 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.

Responsibilities

• Lead daily BPO customer service operations across voice, email, chat, or back-office channels.
• Own operational performance against SLAs and related KPIs.
• Manage Team Leaders, Quality Analysts, Trainers, Workforce Management partners, and frontline staff.
• Conduct regular performance reviews, coaching sessions, and action planning.
• Handle client communications, business reviews, escalations, and operational reporting.
• Forecast volumes and plan staffing with Workforce Management.
• Drive process improvement to reduce defects and improve customer experience and efficiency.
• Collaborate with Quality and Training to close knowledge gaps and ensure compliance.

Skills

Team leadership experience

BPO operations management

Performance metrics (SLAs, NPS, AHT)

Coaching and development

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 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.