Operations Manager, I

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

Job summary

Concentrix is seeking an Operations Manager at the Pune Amar Tech Centre to lead a team of team leaders and drive operational excellence. The role emphasizes coaching, performance management, and cross-functional collaboration to meet client SLAs and financial targets.

Ideal candidates will have 7+ years of experience, a related associate degree, and substantial call center exposure. Flexibility for a demanding schedule and a strong focus on process improvement are required.

Qualifications

• Analyze and maintain all Client Service Level Agreements; implement improvement plans.
• Maximize revenue generation via forecasting and budgeting, both short- and long-term.
• Coach and develop direct reports; conduct regular one-on-ones and performance reviews.
• Lead cross-functional meetings with Training, HR, Quality, WFM, TA to drive action plans.
• Create a positive work environment and resolve employee relation issues.

Responsibilities

• Analyze and maintain Client Service Level Agreements; implement improvement plans.
• Lead and develop direct reports and team leaders; plan and assign work.
• Review operational reports (Attendance adherence, Client scorecard, metrics).
• Attend business reviews with the client and manage relationships.

Skills

Leadership

Coaching

Communication

People management

Call center experience

Forecasting

Budgeting

Process improvement

Education

Associate’s degree

Job description

## Operations Manager, IApply: IND Pune - Amar Tech Centre S No.30/4A 1: Full time: Posted Today: End Date: September 25, 2026 (13 days left to apply): R1763145Job Title:Operations Manager, IJob 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.