About Concentrix:
A global technology and services leader that powers the world’s best brands, today and
into the future. We’re human-centered, tech-powered, intelligence-fueled. Every day
we design, build, and run fully integrated, end-to-end solutions at speed and scale
across the entire enterprise.
Website: http://www.concentrix.com
Role: Operations Manager
About Role: The Operations Manager 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.
Essential Functions/Core 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 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
• 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
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Candidate Profile
• 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
• 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 communication skills, both written and verbal. With B1 level of English
• 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
• Demonstrated ability to mentor, coach and provide direction to a team of
employees
• Willingness to work a flexible schedule
Disclaimer
The above statements are intended to describe the general nature and level of work
being performed by people assigned to this job. They are not intended to be an
exhaustive list of all responsibilities, duties, and skills required of personnel working
within this job title.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants
without regard to race, color, religion, gender, national origin, age, sexual orientation,
gender identity or expression, protected veteran status, disability status or any other
legally protected characteristic.
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© 2024 All Rights Reserved. Confidential and Proprietary.
