Operations Manager

Concentrix is a global leader in customer experience solutions and technology, serving Fortune 500 clients across industries with over 440,000 employees worldwide. The company delivers innovative CX solutions combining human expertise with advanced technology. Concentrix India operates multiple delivery centers providing voice, non-voice, and digital customer support services.

As Operations Manager, you will lead a team of 150+ customer service associates handling voice and chat support for a leading technology client. You will be responsible for meeting SLAs, improving customer satisfaction scores, managing team performance, and ensuring operational excellence. This role demands strong people management skills and process optimization expertise.

• Manage daily operations of a 150+ member customer support team across voice and digital channels
• Drive key performance metrics including CSAT, NPS, AHT, FCR, and adherence to client SLAs
• Lead team leaders and quality analysts to ensure consistent service delivery and compliance
• Implement process improvements, automation initiatives, and best practices to enhance productivity
• Conduct performance reviews, coaching sessions, and capability development programs for team members
• Maintain strong client relationships through regular reviews, escalation management, and proactive communication

• 7+ years of experience in BPO/customer operations with at least 3 years in operations management
• Proven ability to manage large teams (100+ associates) and deliver on quality and productivity metrics
• Strong understanding of contact center operations, workforce management, and quality frameworks
• Excellent people management, conflict resolution, and stakeholder engagement skills
• Proficiency in CRM tools, analytics platforms, and Microsoft Office Suite
• Experience with process improvement methodologies like Six Sigma or Lean is a plus
• Graduate/Post-graduate degree; certification in operations management preferred

• Competitive package between ₹12L – ₹16L per annum
• Manage operations for Fortune 500 technology clients and gain global exposure
• Performance-based incentives, health insurance, and employee development programs
• Work in a modern delivery center with state-of-the-art facilities in Pune
• Clear career path to senior operations leadership roles within Concentrix

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.