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Operations Manager I
Concentrix Corporation
posted 6hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Job Title:
Operations Manager I Job Description
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. .
Role and 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 organizations 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
Key Skills and knowledge :
- 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 oral and written communication skills. 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:-
Location:
IND Pune - Amar Tech Centre S No.30/4A 1 Language Requirements:
Time Type:
Full time If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Operations Manager roles with real interview advice
Top Concentrix Corporation Operations Manager Interview Questions
Q1. Can you rearrange the sentences on basic given parts of sentences?
asked in
Customer Service Executive interview
Q2. 1. If the customer had two queries at the same time,how did you handle the 2 queries at the same time?
asked in
Customer Care Executive interview
Q3. How would you handle the unsatisfied customer?
asked in
Customer Service Executive interview
What people at Concentrix Corporation are saying
Rating based on 99 Operations Manager
reviews
Anonymous · Customer Success, Service & Operations
in Bangalore / Bengaluru
Likes
It was nice about 16 years, but it depends on the leadership team. Now I left the organization.
- Job security - Excellent
+1 more
Dislikes
Bad leadership team who does not know the organization culture and not considering input from seasoned resources.
- Salary - Poor
+1 more
Operations Manager salary at Concentrix Corporation
reported by
586
employees
with 9-19
years exp.
₹6.7
L/yr - ₹17.5
L/yr
11%
more
than the average Operations Manager Salary in India
View more details
What Concentrix Corporation employees are saying about work life
based on 26.6k employees
Flexible timing
Rotational Shift
No travel
Day Shift
Concentrix Corporation Benefits
Submitted by Company
Financial wellness Health and personal development Flexibility and work-life balance Extra perks
Submitted by Employees
View more benefits 
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