Operations Manager II

Concentrix Daksh Services India Private Limited; Gurugram District; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

Concentrix Daksh Services India Private Limited is seeking an Operations Manager II for Gurgaon. The role focuses on supervising client service levels, driving revenue through forecasting and budgeting, and guiding a team of team leaders to achieve performance targets.

You will lead cross-functional efforts, develop staff, and ensure adherence to company policies while maintaining high-quality client service in a fast-paced environment.

Qualifications

• Bachelor-level/Graduate degree required with 7+ years in management (preferred).
• Experience coaching and developing staff to maximize performance.
• Strong analytical and problem-solving abilities for process improvements.

Responsibilities

• Analyze and maintain Client Service Level Agreements; implement improvement plans.
• Maximize revenue generation to meet financial targets (forecasting, budgeting, etc.).
• Select, train, and manage performance of direct reports; assign work per policy.
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard).
• Build relationships with client partners and supervise staff to ensure policy adherence.
• Provide leadership and coaching to direct reports; conduct regular performance reviews.
• Foster a positive work environment and address employee relations professionally.
• Participate in cross-functional meetings to drive continuous improvement with Training, HR, Quality, WFM, TA.
• Implement best practices, monitor staffing, and adjust to changing client requirements.
• Attend business reviews with the client and oversee a team of team leaders.

Skills

People management

Communication skills

Performance coaching

Process improvement

Data analysis

Staff scheduling

Call center experience

Education

Graduate

Job description

Job Title: Operations Manager II

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

• 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

Location

IND Gurgaon - Bld 6 Ground & First Floor

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 to the future. Experience the power of Concentrix.

EEO Statement

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.