Operations Manager

Concentrix is a global leader in customer experience solutions and technology, serving clients across banking, telecom, e-commerce, and healthcare sectors. With a presence in over 40 countries and a workforce of 450,000+ professionals, Concentrix delivers innovative CX solutions powered by AI and automation.

The Operations Manager will oversee customer support operations for a US-based banking client, managing teams of 100+ associates, ensuring SLA compliance, and driving operational excellence. This role requires strong leadership, process optimization skills, and expertise in managing high-volume voice and non-voice processes.

• Manage day-to-day operations for customer support teams across voice, email, and chat channels
• Drive performance metrics including CSAT, NPS, AHT, FCR, and productivity targets
• Recruit, train, and mentor team leaders and customer support associates
• Implement process improvements, automation initiatives, and quality enhancement programs
• Ensure compliance with client SLAs, security protocols, and regulatory requirements
• Analyze operational data, prepare MIS reports, and present insights to senior leadership and clients

• 8-12 years of experience in BPO operations with at least 3 years in managerial roles
• Strong expertise in customer service operations, preferably in banking or financial services domain
• Proven track record of managing large teams (100+ associates) and achieving operational KPIs
• Excellent communication, coaching, and conflict resolution skills
• Graduate/Postgraduate in any discipline; Six Sigma or Lean certification is a plus
• Proficiency in workforce management tools, CRM systems, and MS Office Suite
• Ability to work in rotational shifts and manage 24x7 operations

• Competitive package between ₹12L – ₹16L per annum
• Lead operations for a marquee international banking client
• Work in a performance-driven culture with strong focus on employee development
• Access to global best practices and exposure to cutting-edge CX technologies
• Clear career path with opportunities to move into senior 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.