Operations Manager at CNX

, , India -

Full Time

Start Date

Immediate

Expiry Date

20 Mar, 26

Salary

0.0

Posted On

20 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

BPO Experience, Voice Process, Customer Service Orientation, Communication Skills, Team Leadership, Coaching, Analytical Mindset, Problem-Solving Skills, Performance Management, Employee Engagement, Conflict Resolution, Budgeting, Forecasting, Process Improvement, Flexibility, Staffing Management

Industry

IT Services and IT Consulting

Description

Job Title: Operations Manager 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. Role and Key Responsibilities: · Monitor and manage client Service Level Agreements (SLAs); proactively identify gaps and implement improvement plans. · Drive revenue growth by managing billable hours, forecasting, budgeting, and identifying opportunities for upselling. · Lead, coach, and develop Team Leaders and their teams—ensuring high performance, engagement, and alignment with business goals. · Review and act on operational reports (e.g., attendance, client scorecards, performance metrics) to maintain service quality. · Build and nurture strong relationships with client stakeholders; represent the business in client reviews and strategic discussions. · Provide clear direction and support to teams, ensuring consistent application of company policies and performance standards. · Conduct regular one-on-one sessions with direct reports to review performance, provide feedback, and support career development. · Foster a positive and inclusive work environment through active employee engagement and timely resolution of people-related issues. · Collaborate with cross-functional teams (Training, HR, Quality, WFM, Talent Acquisition) to drive continuous improvement. · Stay agile to evolving business needs—evaluate staffing requirements and make necessary adjustments in consultation with BD and client teams. · Take ownership of outcomes and maintain a proactive, solution-oriented mindset. Key Skills and knowledge: · Minimum 5 years of experience in the BPO industry, with at least 2 years in a voice process. · 1+ year of experience in an Operations Manager role, preferably in telecom. · Strong customer service orientation with proven upselling and cross-selling capabilities. · Excellent communication skills—both verbal and written. · Demonstrated ability to lead, coach, and inspire teams to achieve goals. · Analytical mindset with problem-solving skills and a focus on process improvement. · Ability to manage multiple priorities in a fast-paced, deadline-driven environment. · Comfortable working under pressure while maintaining professionalism. · Experience in performance management, employee engagement, and conflict resolution. · Willingness to work flexible hours based on business needs. · Associate’s degree or higher in a relevant field (preferred). Educational Qualification : Graduate 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 Kolkata - 10th Floor on Block A, DLF IT Park I, New Town Language Requirements: Time Type: 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 Mission: Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.

Responsibilities

The Operations Manager is responsible for coaching Team Leaders and ensuring client Service Level Agreements and financial expectations are met. This includes driving revenue growth, maintaining service quality, and fostering a positive work environment.