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.

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 :

Analyse and maintain all Client Service Level Agreements; implement improvement plans as neededSelecting, 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 requirementsManage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)Create and maximize relationships with client partnersProvide 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 targetsConduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coachingCreate a positive work environment  through employee engagement; resolve employee relation issues in a professional and timely mannerParticipate 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 improvementImplement 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 requirementsAttend business reviews with the clientHandle 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/HealthcareExperience in managing large teams with 125+ frontline staffExperience in managing Team Leaders/SupervisorsKnowledge of Internet Services, MS Office and Basic Computer TroubleshootingFlexibility to work in any shift and, on weekends, and shift between WFO and WFH, as and when neededEstablish a course of action for self and others to accomplish specific goalsDemonstrate ability to coach and develop action plans, which maximize performance, and provide effective feedbackDemonstrate ability to analyse and improve work processes; establish a course of action for self and others to accomplish a specific goalWork well under pressure and follow through on items to completion while maintaining professional demeanourExcellent oral and written communication skills. Ability to effectively present information to internal and external associatesDemonstrate ability to organize and prioritize projects in a fast-paced and deadline-oriented business environmentDemonstrate ability to mentor, coach and provide direction to team membersWillingness 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.'

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