Operations Manager - Voice & Chat Support

Concentrix is a global leader in customer experience solutions and technology, serving clients across various industries. With a strong presence in India, Concentrix manages large-scale operations delivering exceptional customer service for Fortune 500 companies across voice, chat, and digital channels.

We are hiring an experienced Operations Manager to oversee multi-channel customer support operations for a leading technology client. This role requires strong leadership capabilities, operational excellence, and a track record of driving team performance and customer satisfaction metrics.

• Manage end-to-end operations for a team of 150+ customer service representatives across voice and chat channels
• Drive key performance metrics including CSAT, NPS, AHT, FCR, and quality scores while maintaining SLA compliance
• Implement process improvements and operational efficiencies to enhance productivity and customer experience
• Lead workforce management initiatives including resource planning, scheduling, and attrition management
• Conduct regular performance reviews, coaching sessions, and training programs to develop team capabilities
• Collaborate with client stakeholders to align on business objectives, resolve escalations, and deliver operational insights

• 7+ years of experience in BPO/customer operations with at least 3 years in operations management role
• Proven track record of managing large teams (100+ associates) and delivering consistent performance outcomes
• Strong understanding of contact center metrics, quality frameworks, and workforce management principles
• Excellent leadership and people management skills with ability to motivate and develop high-performing teams
• Experience with CRM platforms, workforce management tools, and reporting dashboards
• Bachelor's degree required; MBA or relevant management certification preferred
• Exceptional problem-solving abilities and customer-centric mindset with strong business acumen

• Competitive package between ₹12L – ₹16L per annum
• Lead operations for a prestigious global technology brand and make significant business impact
• Work with a diverse, high-energy team in Concentrix's state-of-the-art Pune facility
• On-site role with structured work environment and comprehensive employee benefits
• Strong career advancement opportunities within Concentrix's global operations network

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.