Operations Manager - Customer Experience

Concentrix is a global leader in customer experience solutions and technology, serving Fortune 500 clients across industries. With over 60,000 employees in India, Concentrix delivers differentiated CX solutions through digital transformation, automation, and human-centered design.

The Operations Manager will oversee end-to-end customer support operations for a marquee global client, managing large teams and ensuring exceptional service delivery. This role requires operational excellence, strong people leadership, and the ability to drive continuous improvement in a dynamic environment.

• Lead operational delivery for a 300+ seat contact center supporting customers across voice, chat, and email channels
• Drive key performance metrics including CSAT scores, NPS, AHT, FCR, and adherence to SLA commitments
• Manage workforce planning, scheduling, attrition control, and talent development initiatives
• Implement process improvements, automation opportunities, and quality enhancement programs
• Conduct regular client reviews, present business insights, and manage escalations effectively
• Ensure compliance with client requirements, data security protocols, and regulatory standards

• 8-12 years of experience in BPO operations with at least 5 years managing teams of 200+ associates
• Strong expertise in contact center metrics, quality frameworks, and operational excellence methodologies
• Proven ability to manage P&L, budget allocations, and cost optimization initiatives
• Experience with CRM platforms, workforce management tools, and analytics dashboards
• Excellent stakeholder management skills with experience handling global clients
• Graduate degree required; Six Sigma or PMP certification is a strong advantage
• Flexibility to work in rotational shifts and manage 24/7 operations as needed

• Competitive package between ₹12L – ₹16L per annum
• Manage high-visibility operations for a global Fortune 100 technology client
• Collaborative leadership environment with focus on innovation and employee development
• On-site role with comprehensive benefits including health insurance and performance bonuses
• Clear path to senior leadership roles with opportunities across multiple geographies

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.