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Concentrix
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Operations Manager I

Operations Manager I

Concentrix

0 years

3 - 7 Lacs

Gurgaon

Posted:2 days ago| Platform: GlassDoor logo

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Skills Required

service support coaching analyze data forecasting budgeting training reports planning metrics management leadership engagement resolve drive staffing communication

Work Mode

On-site

Job Type

Part Time

Job Description

Customer Service and Support

Location

Gurugram, India

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.

Role and Key responsibilities:

1. Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed

2. Maximize revenue generation to reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)

3. Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements

4. Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)

5. Create and maximize relationships with client partners

6. Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance

7. Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching

8. Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner

9. Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement

10. Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements

11. Attend business reviews with the client

12. Handle a team of team leaders

Key Skills and knowledge:

1. Bachelor’s Degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred

2. Call center experience preferred

3. Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback

4. Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal

5. Work well under pressure and follow through on items to completion while maintaining professional demeanor

6. Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates

7. Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment

8. Demonstrated ability to mentor, coach and provide direction to a team of employees

9. Willingness to work a flexible schedule

10. Should have worked with a MSFT Delivery Partner in the past

Education:-

Graduate in any discipline is essential

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Location:

IND Gurugram DLF Infinity Towers B

Language Requirements:

Time Type:

Full time

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents

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Operations Manager I