Operations Manager

Concentrix is a global leader in customer experience solutions and technology, serving Fortune 500 clients across multiple industries. With a presence in over 40 countries and a workforce of 290,000+ professionals, Concentrix delivers innovative CX solutions combining human expertise and advanced technology. The India operations serve as a critical delivery hub for global clients.

The Operations Manager will be responsible for managing day-to-day operations of a large customer service team, ensuring delivery excellence, meeting SLAs, and driving continuous improvement initiatives. This role requires strong leadership to manage 100+ team members, optimize operational metrics, and maintain client satisfaction while fostering a positive team culture. The position plays a crucial role in scaling operations and achieving business objectives.

• Manage operations for a team of 100+ customer service representatives ensuring achievement of KPIs and SLAs
• Monitor real-time performance metrics including AHT, FCR, CSAT, quality scores, and attrition rates
• Implement process improvements and best practices to enhance operational efficiency and customer experience
• Conduct performance reviews, provide coaching, and develop team leaders and senior associates
• Collaborate with clients, training teams, and support functions to ensure seamless service delivery
• Manage workforce planning, scheduling, and resource allocation to optimize productivity

• Bachelor's degree in any discipline; MBA or relevant certifications preferred
• Minimum 8 years of experience in BPO/customer operations with at least 4 years in operations management
• Proven track record of managing large teams (100+ FTEs) and delivering against client SLAs
• Strong understanding of contact center metrics, quality frameworks, and workforce management
• Excellent people management, conflict resolution, and stakeholder communication skills
• Experience with CRM platforms, reporting tools, and performance dashboards
• Ability to work in rotational shifts and manage 24/7 operations

• Competitive package between ₹14L – ₹18L per annum
• Lead high-performing teams supporting Fortune 500 global clients
• Hybrid work environment with modern infrastructure and collaborative culture
• Access to global training programs and career advancement opportunities
• Work with cutting-edge customer experience technologies and analytics platforms

This opening is not listed on any public job portal. It is a verified internal opportunity exclusively accessible through the website careerjump.co.in and directly apply to this job role. They also have similar job openings posted daily on their website. You can also join their WhatsApp Community for daily updates on verified internal job openings.