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.

Role and Key Responsibilities :

• Manage a team of at least 100-150 executives supporting Voice operations
• Flexible and willing to work in a 24/7 shift environment.
• Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction
• Establish & Manage Relationships / Engagement with the Clients
• Oversee team - organize resources, set goals, carry out strategy from Executives and client on a day-to-day basis; reporting 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, Client scorecard, Metrics management reports)
• 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 WFM & Client and make adjustments to meet changing requirements
• Attend business reviews with the clients.
• Manage & control attrition keeping it to the minimum and plan for timely back fills
• Establish and maintain a working environment conducive to positive morale, individual style, quality, creativity and teamwork.
• Provide advice and assistance to senior management in planning, implementation, and evaluation of existing operations. systems and procedures
• Participate in weekly and monthly calls with clients to understand the expectations from the teams and provide updates
• Ensure that all audit related issues are brought to a close
• Identify and drive continuous improvements and initiatives in the process
• Coach & mentor Team leads, enabling them to lead their teams effectively
• Hire leads and managers, train, conduct inductions, manage employee & client satisfaction scores, performance Appraisals and attrition management
• Ensure that all internal customer queries are followed up on a timely basis
• Collaborate with internal teams, inter departments, cross functions across locations
• Ability to lead, guide, and mentor a team effectively, even in a fast-paced BPO environment.
• Ability to manage conflicts, motivate team members, and foster a collaborative work culture.
• Leadership skills to drive performance, handle challenging situations, and ensure alignment with client expectations

Key skills and knowledge :

• Strong understanding of banking products (e.g., loans, credit cards, accounts), services, and financial transactions
• Strong knowledge of Credit card and other Banking products
• Excellent verbal and written communication skills for interacting with clients, teams, and internal stakeholders
• Experience in handling voice operations (inbound and outbound)
• Client facing roles managing and representing operations
• Knowledge of the patient lifecycle journey of in US Healthcare & India - related regulatory requirements
• Experience in client facing roles managing and representing operations
• Experience in handling multiple teams and has shown improvement in the overall team performance
• Ability to coach and guide frontline, SMEs, support functions staff & the TL on a clear objective of delivering excellent customer experience
• A creative mind to think beyond the status quo and propose solutions internally as well as to clients
• Experience in working closely with Training and Quality team to strengthen and develop SOPs and training materials
• Quartile & People management skills
• Strong focus on delivering exceptional customer service and client satisfaction.
• Ability to understand customer needs and work with internal teams to ensure service excellence

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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