Operations Manager - Customer Service

Concentrix is a global leader in customer experience solutions and technology, serving clients across telecom, banking, e-commerce, and technology sectors. With multiple delivery centers in India, Concentrix is recognized for its people-first culture and innovation-driven service delivery.

The Operations Manager will oversee day-to-day customer service operations for a marquee client, managing large teams, ensuring SLA compliance, and driving continuous improvement. This is a key leadership position responsible for operational excellence and client satisfaction.

• Manage daily operations of a 150+ member customer service team with shift-based coverage
• Monitor and ensure adherence to SLAs, quality standards, and productivity metrics
• Drive performance management including coaching, feedback, and capability building
• Implement process improvements and automation to enhance efficiency and customer satisfaction
• Prepare MIS reports, analytics dashboards, and present performance reviews to clients
• Handle escalations, workforce planning, attrition management, and employee engagement initiatives

• Bachelor's degree in any discipline; MBA is a plus
• 6+ years in BPO/customer operations with at least 2 years in people management
• Strong understanding of contact center metrics (AHT, CSAT, FCR, NPS, SLA)
• Experience managing large teams in high-pressure, fast-paced environments
• Excellent communication, leadership, and stakeholder management skills
• Proficiency in CRM tools, WFM software, and MS Office Suite
• Flexibility to work in rotational shifts and adapt to client requirements

• Competitive package between ₹12L – ₹16L per annum
• Lead a large-scale operation for a globally recognized client
• Be part of a vibrant and inclusive organizational culture with strong focus on employee development
• On-site role with clear growth path into senior operations and delivery leadership
• Opportunity to work with cutting-edge customer experience technologies

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.