Operations Manager, I

Concentrix; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Concentrix is seeking an Operations Manager to lead a team in Pune, driving client SLA adherence and financial targets. 7+ years of experience, including progressive management, is preferred.

The role emphasizes coaching, process improvement, and cross-functional collaboration to deliver superior service and business outcomes.

Qualifications

• Associate degree in related field; 7+ years experience with 2+ in progressive management
• Call center experience preferred
• Strong coaching and development skills
• Ability to analyze and improve work processes

Responsibilities

• Analyze and maintain Client Service Level Agreements; implement improvement plans as needed
• Maximize revenue, forecast, budgeting, data collection for billable/non-billable hours
• Select, train, develop, and manage performance of direct reports and their associates
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard)
• Create and maximize relationships with client partners
• Provide leadership to direct reports and implement corrective actions for performance
• Conduct regular one-on-ones to review performance and provide coaching
• Create a positive work environment and resolve employee relations issues
• Participate in cross-functional meetings to define action plans for continuous improvement
• Implement best practices and over-deliver for clients; adjust staffing with input from BD and Client
• Attend business reviews with the client
• Handle a team of team leaders

Skills

Coaching

Leadership

Communication

Performance management

Education

Associate degree

Job description

Job Title: Operations Manager, I

Job Description

DESIGNATION: Operations Manager

LOCATION: Pune

YEARS OF EXPERIENCE: 7+ years

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.

Job Description: Operations manager

Essential Functions/Core 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.)
• Select, train, develop, and manage 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 demeanor
• 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.
• 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.

Location: IND Pune - Amar Tech Centre S No.30/4A 1

Time Type: Full time