Operations Manager I

2 weeks ago

Bengaluru, Karnataka, India Concentrix Full time
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 per 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
  • Innovation Program Management
  • Minimum of two (2) years of managing contact center operations
  • Minimum of five (5) years of contact center or customer service experience
  • Drive and implement innovation projects
  • Drive and implement automation projects
  • Responsible for all system/tool related change such as UAT, he/she will need to coordinate and perform UAT
  • System issues such as b2b, VPN outage, PRR/Pega outage - he/she needs to be responsible and own the incidents from creating IT ticket, discussing with IT, workarounds and getting the fix /resolution from IT

Key Skills and knowledge:

  • Associate's degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience)- preferred
  • BPO experience preferred
  • Excellent oral and written communication skills. Ability to effectively present information to internal and external associates
  • Willingness to work in a flexible schedule
  • 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 demeanor
  • Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
  • 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 demeanor
  • Excellent oral and written communication skills. 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

Educational qualification : Graduate

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 Bangalore - MTP Karle 5th, 6th, 7th Floors

Language Requirements:

Time Type:

Full time

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