Operations Manager - Customer Experience

Concentrix is a global leader in customer experience solutions and technology, serving clients across diverse industries including technology, banking, retail, and healthcare. With over 40,000 employees in India across multiple delivery centers, Concentrix combines human expertise with advanced technology to deliver exceptional customer experiences.

The Operations Manager will oversee customer experience operations for a leading global technology client, managing a team of 200+ customer service professionals and ensuring delivery excellence across voice and non-voice channels. This role demands strong operational leadership, process optimization skills, and client relationship management.

• Manage day-to-day operations of a 200+ member customer service team handling voice, chat, and email support channels
• Drive operational KPIs including CSAT scores above 90%, FCR rates, AHT, and quality metrics as per client SLAs
• Implement process improvements and automation initiatives to enhance productivity and customer satisfaction
• Conduct regular client reviews, present performance insights, and develop action plans for continuous improvement
• Lead workforce management including scheduling, attrition control, training, and performance management
• Collaborate with quality, training, and HR teams to build high-performing teams and enhance employee engagement

• 8-12 years of progressive experience in BPO/customer service operations with at least 4 years in operations management
• Proven track record of managing teams of 150+ members with strong people leadership and team building capabilities
• Deep understanding of contact center operations, quality frameworks, and performance management systems
• Strong analytical skills with proficiency in operational dashboards, reporting tools, and process improvement methodologies
• Excellent client management skills with experience in stakeholder presentations and relationship building
• Graduate degree required; MBA or relevant postgraduate qualification preferred
• Flexibility to work in rotational shifts and manage 24/7 operations as required

• Competitive package between ₹16L – ₹21L per annum
• Lead operations for a prestigious global technology client with significant operational autonomy
• Work in Concentrix's state-of-the-art Noida facility with world-class infrastructure and amenities
• Comprehensive benefits including performance incentives, health insurance, and career development programs
• Clear career progression path to senior operations leadership roles within Concentrix's growing India operations

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.