Operations Manager - Customer Support

Concentrix is a global leader in customer experience solutions and technology, serving clients across banking, telecom, e-commerce, and technology sectors. With a presence in over 40 countries and 40,000+ employees in India, Concentrix delivers innovative customer engagement solutions powered by AI and analytics.

We are looking for an experienced Operations Manager to lead our customer support operations for a leading US-based fintech client. This role demands operational excellence, team leadership, and a focus on delivering superior customer experience while managing KPIs, SLAs, and continuous improvement initiatives.

• Manage end-to-end operations for a 200+ member customer support team handling voice, chat, and email channels
• Drive operational metrics including CSAT, NPS, AHT, FCR, and ensure consistent achievement of SLA targets above 95%
• Implement workforce management strategies, forecast staffing requirements, and optimize shift schedules for 24/7 operations
• Lead quality assurance programs, conduct calibration sessions, and ensure compliance with client standards and regulatory requirements
• Develop team leaders and supervisors through coaching, performance reviews, and capability building initiatives
• Collaborate with client stakeholders for business reviews, process improvements, and strategic initiatives

• Bachelor's degree in any discipline; MBA or relevant postgraduate qualification preferred
• Minimum 7 years of BPO/customer operations experience with at least 3 years in operations management roles
• Proven expertise in managing large teams (150+ members) across voice and non-voice customer support processes
• Strong understanding of contact center metrics, quality frameworks, and workforce management principles
• Experience with CRM platforms (Salesforce, Zendesk, Freshdesk) and operational tools
• Excellent communication, people management, and problem-solving skills
• Lean Six Sigma certification or experience with process improvement methodologies is a plus

• Competitive package between ₹12L – ₹16L per annum
• Lead operations for a prestigious international client in the fast-growing fintech domain
• Access to global best practices, technology platforms, and professional development programs
• Performance-linked incentives and fast-track career growth opportunities within Concentrix
• Work with diverse, talented teams in a vibrant, inclusive workplace culture

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.