Job Title:

Operations Manager I

Job Description

The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

 Key Role and Responsibilities:

: 

 Managing a team of 150 associates with the help of aligned 5 to 7 TL’sMeet and exceed SLA targetsUnderstand operational metrics & have governance to ensure no missesDrive performance and exceed the expectationsAttend weekly and monthly reviews with Internal Stakeholders and ClientActively involved in client calls & manage client needsMonitor production, efficiency, and schedule adherence tool to ensure high levels of efficiencyEstablish cross skilling plan for the agentsDevelop the team members by providing necessary support and guidance and nominate them for different OD trainingsWork closely with the team to ensure timely feedback is providedCreate good engagement levels with team members and reduce attrition numbersHandle escalations (team and client)Ensure complete participation and contribution in organization/process level initiatives (e.g., Absenteeism, Attrition control) that may be implemented from time to time to improve efficiencyAchieve stretch targets and make decisions as well as manage complex/ difficult employee situationsWork as a Single point of contact for all non-operations departments and identify, evaluate & coordinate operational, Admin, IT and HR issuesMake appropriate recommendations and adjustments to leverage resources, skill changes, post Overtime, or escalate as requiredAttrition Management & Employee engagementEnsure leaves for the team are planned so that productivity is not affectedCoaching and feedback to mid and bottom quartile agentsMentoring top quartile performersData collection and analysis of team performance parametersContribute to process improvements and innovation

Key skills and knowledge:

Good communication and Analytical skillsPlanning and prioritization of schedule adherenceProficient with MS Office (Word, Power point and Excel)Flexible to work in Shifts (Morning and Night shifts and on Saturday/ Sunday weekly off)Ability to motivate under-performers to improve and excelUS Healthcare expertise - preferred

        

 Qualification Section:

Graduate in any stream 

Disclaimer:-

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'

Location:

IND Pune - Amar Tech Centre S No.30/4A 1

Language Requirements:

English (Required)

Time Type:

Full time

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