Manager Operations Job in Concentrix

About Concentrix

Concentrix is a global business services company leveraging technology to drive customer engagement and improve business performance. We partner with forward-thinking executives worldwide to help them stay ahead of the competition and customer expectations.

Role Overview

We are looking for an Operations Manager to lead a large team of 100-150 executives in supporting Voice operations. This individual will be responsible for managing seamless operations, meeting Service Level Agreements (SLAs), and maintaining high levels of employee and customer satisfaction. You will work in a 24/7 shift environment and collaborate closely with clients to ensure smooth execution and continuous improvement in the operations.

Key Responsibilities

• Team Leadership: Manage a large team of executives (100-150), ensuring smooth operations in a fast-paced, 24/7 shift environment.
• Client Relationship Management: Establish and maintain strong relationships with clients, regularly engaging to understand their expectations and provide updates on performance.
• Operational Management: Oversee day-to-day operations, set goals, and ensure the team meets or exceeds service levels.
• Performance Monitoring: Review and manage operational reports (attendance adherence, client scorecards, metrics reports) and implement corrective actions as needed.
• Revenue Maximization: Work with the team to maximize revenue generation by tracking billable/non-billable hours, budgeting, and forecasting.
• Staff Development: Select, train, develop, and manage performance of direct reports (team leads and associates).
• Employee Engagement: Foster a positive work environment through employee engagement, resolving any employee relations issues, and maintaining high morale.
• Continuous Improvement: Identify and drive continuous improvement initiatives to enhance operational performance.
• Attrition Management: Keep attrition to a minimum by managing backfills and developing plans to address employee turnover.
• Cross-Functional Collaboration: Work closely with training, HR, quality, workforce management (WFM), and other internal departments to resolve issues and improve team performance.
• Client Business Reviews: Participate in business reviews with clients to discuss expectations, provide updates, and align on deliverables.
• Mentorship & Coaching: Coach and mentor team leads, enabling them to lead their teams effectively and improve overall performance.
• Conflict Management: Handle challenging situations, manage conflicts, and ensure alignment with client expectations.

Desired Skills & Knowledge

• Banking & Financial Products: Strong understanding of banking products such as loans, credit cards, and financial transactions.
• Voice Operations Experience: Extensive experience managing inbound and outbound voice operations.
• Client-Facing Experience: Proven experience in client-facing roles, managing client relationships, and representing operations.
• US Healthcare Knowledge: Familiarity with the patient lifecycle journey in US Healthcare and related regulatory requirements (preferred).
• Leadership & Team Management: Ability to lead and guide large teams effectively, coach frontline staff and drive performance improvement.
• Training & Quality: Experience collaborating with training and quality teams to strengthen SOPs and training materials.
• Creative Problem-Solving: Ability to think creatively and propose solutions to clients and internal teams.
• Customer Service Focus: Strong focus on delivering exceptional customer service and ensuring client satisfaction.
• Strong Communication Skills: Excellent verbal and written communication skills for interacting with clients, teams, and internal stakeholders.
• Performance Management: Strong people management skills, including the ability to evaluate, motivate, and guide teams to achieve goals.

Qualifications

• Educational Qualification: Graduation (any field).
• Experience: Minimum 5+ years in operations management with at least 2 years in a leadership role overseeing large teams in a voice operations environment.
• Knowledge: Experience with banking products (credit cards, loans), financial services, or US Healthcare is a plus.