Operations Manager - Customer Support

Concentrix is a global leader in customer experience solutions and technology, serving clients across telecommunications, technology, retail, and banking sectors. With a presence in over 70 countries, Concentrix delivers exceptional CX through human-centered design and cutting-edge technology.

We are hiring an Operations Manager to lead our customer support vertical for a leading telecom client. This role involves managing day-to-day operations, quality standards, team performance, and ensuring exceptional service delivery.

• Manage end-to-end operations for a 150+ seat customer support process
• Drive operational metrics including CSAT, AHT, FCR, schedule adherence, and attrition
• Lead and motivate a team of team leaders and customer support executives
• Implement process improvements, automation, and quality enhancement initiatives
• Conduct performance reviews, coaching sessions, and capability development programs
• Ensure compliance with client SLAs, security protocols, and industry regulations

• 7+ years of experience in BPO/call center operations with at least 3 years in operations management
• Strong understanding of customer support metrics, workforce management, and quality frameworks
• Proven ability to manage large teams and deliver consistent business results
• Excellent problem-solving, stakeholder management, and communication skills
• Experience with CRM tools, helpdesk platforms, and reporting dashboards
• Graduate or Post Graduate degree in any discipline
• Prior experience in telecom or technology support preferred

• Competitive package between ₹12L – ₹16L per annum
• Lead large-scale operations for a global CX leader
• Performance-based incentives and quarterly bonuses
• On-site role with comprehensive training and development programs
• Fast-track career progression to senior leadership roles

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.