Operations Manager - Voice Process

Concentrix is a global leader in customer experience solutions and technology, serving Fortune 500 clients across various industries. With a strong presence in India and over 20,000 employees across multiple delivery centers, Concentrix is known for its excellence in customer operations and digital transformation services.

We are looking for a seasoned Operations Manager to oversee our high-volume voice process operations for a leading US-based technology client. This role requires driving operational excellence, team performance, and client satisfaction while managing a team of 200+ customer support associates.

• Manage end-to-end operations for voice process handling 15,000+ customer interactions daily
• Drive key performance metrics including CSAT, AHT, FCR, and adherence to SLA commitments
• Lead, mentor, and develop a team of 8-10 Team Leaders and 200+ associates
• Implement process improvements and operational efficiencies to enhance productivity
• Conduct regular client reviews and maintain strong stakeholder relationships
• Ensure compliance with quality standards, audit requirements, and company policies

• 8+ years of experience in BPO operations with at least 4 years in managerial roles
• Proven expertise in managing large voice process teams (150+ headcount)
• Strong knowledge of customer service metrics, quality frameworks, and operational KPIs
• Experience working with international clients, preferably in technology or telecom domains
• Excellent people management, coaching, and conflict resolution skills
• Bachelor's degree required; MBA preferred
• Flexibility to work in rotational shifts including night shifts as per business requirements

• Competitive package between ₹14L – ₹18L per annum
• Manage operations for Fortune 500 clients with global exposure
• Career growth opportunities within a rapidly expanding global organization
• Comprehensive benefits including health insurance, performance bonuses, and learning programs
• Work with cutting-edge technology platforms and process automation tools

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.