Operations Manager I

Concentrix; Kolkata District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We seek an Operations & Service Delivery Manager to own SLA/KPI delivery, lead client reviews, and drive performance across voice, web chat, and back-office processes.

You will mentor team leaders and drive 24x7 shift coverage for offshore time zones. Ideal candidates bring a graduate degree, strong MS Office and CRM proficiency, excellent English

Qualifications

• Graduate - mandatory.
• Strong command of MS Office (Excel, PowerPoint) and CRM/telephony tools.
• Excellent English verbal and written communication required.

Responsibilities

• Oversee day-to-day BPO operations to meet and exceed client KPIs and SLAs (CSAT, FCR, AHT).
• Lead client reviews with international stakeholders and align targets.
• Mentor Team Leaders and frontline agents; set KRAs and performance cycles.
• Drive retention and cross-functional engagement to reduce attrition.

Skills

MS Office

CRM systems

Telephony apps

Analytical metrics

English communication

Shift flexibility

Education

Bachelor's degree

Tools

MS Excel

PowerPoint

CRM systems

Job description

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:-1. Operations & Service Delivery ManagementSLA & KPI Ownership: Oversee day-to-day BPO operational workflows to meet and exceed client-defined KPIs and SLAs (e.g., CSAT, FCR, AHT, Service Levels).Performance Monitoring: Review operational metrics daily, weekly, and monthly to proactively identify business trends and take immediate corrective/preventive actions.Resource Planning: Work closely with the Workforce Management (WFM) team for capacity planning, volume forecasting, and optimal agent scheduling.Risk & Deficit Mitigation: Manage business continuity planning, minimize shrinkage, control attrition, and drive process excellence.2. Client & Stakeholder ManagementClient Communication: Lead daily, weekly, and monthly operational reviews with external international clients and internal stakeholders.Escalation Handling: Act as the primary point of contact for high-level client escalations, providing rapid and strategic issue resolution.Expectation Management: Align internal operational targets with client expectations and spot opportunities for organic business growth.3. Leadership & People DevelopmentTeam Development: Lead, mentor, and coach Team Leaders, Quality Analysts, and frontline agents to build a high-performing production workforce.Goal Setting: Set Key Result Areas (KRAs) for direct reports and execute performance appraisal cycles.Retention Strategies: Drive cross-functional employee engagement initiatives to control attrition and improve morale.Key Skills and knowledge –Domain Expertise: Proven track record of managing US, UK, or global geographies across voice, web chat, or back-office processes.Technical Proficiency: Strong command over MS Office (Excel, PowerPoint), CRM systems, telephony applications, and analytical metrics platforms.Communication Skills: Near-native, expert-level English verbal and written communication skills.Flexibility: Absolute willingness to operate in a 24x7 rotational shift matrix matching overseas time zones.Education Qualification: Graduate - mandatoryDisclaimer: -'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.'