Operation Manager

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.

Role and Key responsibilities:

Maintain and grow revenue of program, responsible for profitability including revenue, margins, billing, seat utilization, and retention

Ensure program has proficient training, staff development, and effective employee relation/recognition programs

Select, train, develop, and manage 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

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 standards

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

Ensure that the operations are compliant with active contracts

Oversee client relationships; facilitate open communications, understand client perspectives/expectations, and monitor client satisfaction

Conduct regular one-on-ones with direct reports to review individual performance, the performance of their teams and offer on-going developmental support

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

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

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

Participate in opportunity review calls for new business and facilitate site visits from potential clients, keep up to date through trade shows, industry events, and related activities

Host/ Attend Business reviews on regular basis, communicate the overall objectives within common reports (service reports and Operational Efficiency Reports), ensure that customer, operational and capacity requirements are addressed, hold weekly meetings with all functional leaders and direct reports reviewing site operations, needs, and upcoming events.

Key skills and knowledge:

Graduate with more than 6+ years of experience (with 4+ years of People Management Experience in contact center) preferred

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

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

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

Demonstrated ability to implement Change; flexibility to quickly adapt to changing business needs

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

Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment

Demonstrated ability to mentor, coach and provide direction to team members

Demonstrated ability to take initiative and ownership with focus on continuous improvement

Demonstrated ability to foster customer service disposition and sense of professionalism for self and team

Willingness to work in evening shifts

'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.