Operations Manager I

Operations Manager I

ROLE: Operations Manager I DESIGNATION: Operations Manager I LOCATION: Kolkata YEARS OF EXPERIENCE: 8years 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:

• Operations & Service Delivery Management
• SLA & KPI Ownership: Oversee day-to-day BPO operational workflows to meet and exceed client-defined KPIs and SLAs (e.g., CSAT, FCR, AHT, Service Levels).
• Performance Monitoring: Review operational metrics daily, weekly, and monthly to proactively identify business trends and take immediate corrective/preventive actions.
• Resource Planning: Work closely with the Workforce Management (WFM) team for capacity planning, volume forecasting, and optimal agent scheduling.
• Risk & Deficit Mitigation: Manage business continuity planning, minimize shrinkage, control attrition, and drive process excellence.

2. Client & Stakeholder Management

• Client Communication: Lead daily, weekly, and monthly operational reviews with external international clients and internal stakeholders.
• Escalation Handling: Act as the primary point of contact for high-level client escalations, providing rapid and strategic issue resolution.
• Expectation Management: Align internal operational targets with client expectations and spot opportunities for organic business growth.

3. Leadership & People Development

• Team Development: Lead, mentor, and coach Team Leaders, Quality Analysts, and frontline agents to build a high-performing production workforce.
• Goal Setting: Set Key Result Areas (KRAs) for direct reports and execute performance appraisal cycles.
• Retention Strategies: Drive cross-functional employee engagement initiatives to control attrition and improve morale.

Key Skills and knowledge –

• Domain Expertise: Proven track record of managing US, UK, or global geographies across voice, web chat, or back-office processes.
• Technical Proficiency: Strong command over MS Office (Excel, PowerPoint), CRM systems, telephony applications, and analytical metrics platforms.
• Communication Skills: Near-native, expert-level English verbal and written communication skills.
• Flexibility: Absolute willingness to operate in a 24x7 rotational shift matrix matching overseas time zones.

Education Qualification: Graduate - mandatory

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 Kolkata - DLF IT, Tower A, 3rd Flr

Language Requirements:

Time Type: Full time

About Us

Mission

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more.

Human-centered, tech-powered, intelligence fuеlled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges.

Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue.

We’ve got them covered. But how?

We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale.

We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly.

By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future.

Experience the power of Concentrix.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.