Operations Manager

Concentrix is a global leader in customer experience solutions and technology, serving clients across various industries. With a strong presence in India, Concentrix manages large-scale operations delivering exceptional customer service and business process outsourcing solutions.

We are looking for a seasoned Operations Manager to oversee a high-performing customer service delivery team of 150+ associates. This role requires strong leadership, process optimization expertise, and a data-driven approach to meeting and exceeding client SLAs.

• Manage end-to-end operations for assigned client accounts ensuring adherence to quality and productivity metrics
• Lead, mentor, and develop a team of Team Leaders and Quality Analysts to achieve operational excellence
• Drive process improvements and implement best practices to enhance efficiency and customer satisfaction
• Monitor real-time dashboards and analytics to proactively address performance gaps and escalations
• Ensure compliance with client contractual obligations, SLAs, and regulatory requirements
• Collaborate with HR, Training, and Workforce Management teams to optimize resource planning and attrition control

• Bachelor's degree in Business Administration, Operations Management, or related field; MBA preferred
• Minimum 9 years of experience in BPO operations with at least 4 years in people management
• Proven expertise in managing large teams (100+ associates) in voice or non-voice processes
• Strong command over operational metrics including AHT, FCR, CSAT, NPS, and quality scores
• Excellent stakeholder management and client communication skills
• Proficiency in workforce management tools and MS Office suite
• Ability to work in rotational shifts and handle high-pressure situations

• Competitive package between ₹14L – ₹19L per annum
• Manage strategic client accounts with significant visibility to senior leadership
• Work in a dynamic, multicultural environment with global exposure
• On-site role with comprehensive benefits including health insurance and performance bonuses
• Clear career progression path into senior operations and delivery leadership roles

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.