Operations Manager - Voice Process

Concentrix is a global leader in customer experience solutions and technology, supporting iconic and disruptive brands in over 70 countries. With over 440,000 employees worldwide, Concentrix creates exceptional customer experiences through technology, design, data, and talent. The company is known for its innovation in CX transformation and commitment to employee development.

We are looking for a dynamic Operations Manager to lead a 200+ member voice process team supporting a major US-based e-commerce client. This role demands strong operational leadership, data-driven decision-making, and the ability to deliver exceptional customer satisfaction while managing P&L, attrition, and quality metrics. You will be responsible for driving operational excellence and creating a high-performance culture.

• Manage end-to-end operations for a 200+ agent voice process with full accountability for KPIs including CSAT, AHT, FCR, and quality scores
• Drive team performance through effective goal setting, coaching, and performance management across 6-8 team leaders
• Monitor real-time operations, manage escalations, and ensure adherence to SLA commitments with the client
• Implement process improvements, automation initiatives, and best practices to enhance operational efficiency
• Manage attrition, engagement, and retention programs to maintain optimal team strength and morale
• Partner with client stakeholders for regular business reviews, performance discussions, and strategic planning

• 7-10 years of experience in BPO/customer operations with at least 3 years in operations management
• Proven track record of managing large voice process teams (150+ agents) for international clients
• Strong understanding of contact center metrics, workforce management, and quality frameworks
• Excellent people management skills with experience handling team leaders and frontline staff
• Data-driven approach with proficiency in Excel, reporting tools, and contact center platforms
• Graduate degree required; MBA preferred
• Flexibility to work in rotational shifts including night shifts based on US client requirements

• Competitive package between ₹12L – ₹17L per annum
• Lead high-impact operations for a Fortune 500 client with visibility to global leadership
• Work with a world-class BPO organization offering structured career progression and learning opportunities
• On-site role in Gurugram with access to state-of-the-art infrastructure and employee amenities
• Fast-track growth opportunities to senior operations leadership and delivery management 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.