Operations Manager

Concentrix is a global leader in customer experience solutions and technology, serving clients across various industries. With a strong presence in India, the company manages large-scale operations centers delivering world-class customer support and business process services.

The Operations Manager will oversee daily operations of a 500+ seat contact center, ensuring delivery excellence, SLA adherence, and continuous improvement initiatives. This role demands strong leadership capabilities and the ability to manage multiple client accounts simultaneously.

• Lead and manage operations for multiple BPO processes with 500+ team members across shifts
• Drive key performance metrics including CSAT, NPS, AHT, FCR, and quality scores to meet client SLAs
• Develop and implement process improvement strategies to enhance operational efficiency by 15-20%
• Manage P&L responsibilities including budgeting, cost optimization, and revenue forecasting
• Collaborate with clients for business reviews, strategic planning, and expansion opportunities
• Build and mentor leadership pipeline including team leaders, quality analysts, and trainers

• 8-12 years of experience in BPO operations with at least 4 years in operations management
• Proven track record of managing large teams (300+ FTEs) in customer service or technical support
• Strong understanding of contact center metrics, quality frameworks, and process optimization
• Experience in client relationship management and handling escalations at senior levels
• Excellent analytical skills with proficiency in workforce management and reporting tools
• MBA or equivalent qualification from a recognized institution preferred
• Excellent communication and stakeholder management skills with global client experience

• Competitive package between ₹14L – ₹18L per annum
• Opportunity to lead large-scale operations for Fortune 500 clients
• Work with a diverse and talented team in a fast-paced environment
• On-site role with excellent infrastructure and facilities in Gurugram
• Clear career progression path to senior leadership positions within the organization

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.