Operations Manager at Concentrix

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.

Essential Functions/Core Responsibilities 

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed   
• Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)   
• 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   
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)   
• Create and maximize relationships with client partners   
• 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   
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching   
• 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 make adjustments to meet changing requirements 
• Attend business reviews with the client   
• Handle a team of team leaders

Candidate Profile 

• Associate’s Degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred
• Call center experience preferred
• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
• Work well under pressure and follow through on items to completion while maintaining professional demeanor
• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Demonstrated ability to mentor, coach and provide direction to a team of employees
• Willingness to work a flexible schedule

Method of Application
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