Operations Manager I

3 weeks ago

hyderabad, 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 Responsibilitie s

  • 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.
  • 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, 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 the changing requirements
  • Attend business reviews with the client.
  • Handle a team of team leaders.

Key skills & knowledge:

  • 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, 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.
  • Excellent oral and written communication skills. Ability to effectively present information to internal and external stake holders.
  • Demonstrated ability to mentor, coach and provide direction to team members.
  • BPO experience preferred.

Process Specification:

  • The nature of the job includes accessing explicit content that includes text, picture, video etc.
  • It involves content curation, moderation & review of content uploaded on the platform. The reported content is reviewed to find out any kind of abuse including & not limited to Violence, Extremism, Pornography, & Ultra Graphic along with a wide variety of content supporting or opposing religious, sexual ,social thought process or behaviors.
  • Review content that may be sensitive in nature and need to focus whether reviewed content is in violation of our client’s terms of service.

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 Hyderabad - Unit No. 601, 6th Flr, Maximus Building 2A

Language Requirements:

Time Type:

Full time

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