Operations Manager II

Concentrix Corporation; Gurugram District; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Concentrix Corporation in Gurgaon, India, is seeking an Operations Manager II to analyze client SLAs, lead a team, and drive performance improvements. The role focuses on maximizing revenue, forecasting and budgeting, and maintaining client relationships.

The ideal candidate has a related degree with seven+ years' experience and progressive management exposure, preferably with call center background. This position is on-site in Gurgaon with standard full-time hours.

Qualifications

• Associate’s degree in a related field with 7+ years of experience and 2+ years in progressive management.
• Call center experience preferred.
• Excellent communication skills, both written and verbal.
• Ability to coach and develop action plans.

Responsibilities

• Analyze and maintain client SLAs; implement improvements as needed.
• Maximize revenue through forecasting, budgeting, and data analysis.
• Select, train, develop, and manage performance of direct reports; plan and assign work.
• Manage and review operational reports (Attendance adherence, PFP, client scorecard, metrics).
• Lead and guide direct reports to ensure policy compliance and performance.
• Conduct regular one-on-ones to review performance and provide coaching.
• Foster a positive work environment and resolve employee relations issues.
• Participate in cross-functional meetings to define action plans for continuous improvement.
• Attend business reviews with the client.

Skills

Leadership

Coaching

Communication

Process improvement

Time management

Education

Associate degree

Job description

## Operations Manager IIApply: IND Gurgaon - Bld 6 Ground & First Floor: Full time: Posted Today: End Date: October 31, 2026 (24 days left to apply): R1729708Job Title:Operations Manager IIJob DescriptionConcentrix 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:**• 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.)• Selecting, training, developing, and managing 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**Key skills and knowledge:**• Associate’s degree in a 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 demand• 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 team members• Willingness to work in a flexible schedule**Educational Qualification :** Graduate**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.'