Operations Manager I

Job Title:

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.

Key Responsibilities :

Analyse and maintain all Client Service Level Agreements; implement improvement plans as needed

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 targets

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

Desired Skills:

8+ years’ experience in International Customer Service,

Experience in managing international voice clients preferably in Banking/Insurance/Healthcare

Experience in managing large teams with 125+ frontline staff

Experience in managing Team Leaders/Supervisors

Knowledge of Internet Services, MS Office and Basic Computer Troubleshooting

Flexibility to work in any shift and, on weekends, and shift between WFO and WFH, as and when needed

Establish a course of action for self and others to accomplish specific goals

Demonstrate ability to coach and develop action plans, which maximize performance, and provide effective feedback

Demonstrate ability to analyse 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 demeanour

Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates

Demonstrate ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment

Demonstrate ability to mentor, coach and provide direction to team members

Willingness to work in a flexible schedule

Educational qualification: Graduation

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.'

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