Manages BPO operations and service delivery, including SLA and KPI performance, workforce planning, risk mitigation, client communications, escalations, and continuous improvement. Leads Team Leaders, Quality Analysts, and frontline agents; establishes goals, conducts performance reviews, and drives engagement and retention. Requires global process management experience, strong analytical and communication skills, proficiency with business and operational systems, and availability for 24x7 rotational shifts.
Job Title:
Operations Manager IJob Description
ROLE: Operations Manager IDESIGNATION: Operations Manager I
LOCATION: Kolkata
YEARS OF EXPERIENCE: 8years
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:-
1. Operations & Service Delivery Management
- SLA & KPI Ownership: Oversee day-to-day BPO operational workflows to meet and exceed client-defined KPIs and SLAs (e.g., CSAT, FCR, AHT, Service Levels).
- Performance Monitoring: Review operational metrics daily, weekly, and monthly to proactively identify business trends and take immediate corrective/preventive actions.
- Resource Planning: Work closely with the Workforce Management (WFM) team for capacity planning, volume forecasting, and optimal agent scheduling.
- Risk & Deficit Mitigation: Manage business continuity planning, minimize shrinkage, control attrition, and drive process excellence.
2. Client & Stakeholder Management
- Client Communication: Lead daily, weekly, and monthly operational reviews with external international clients and internal stakeholders.
- Escalation Handling: Act as the primary point of contact for high-level client escalations, providing rapid and strategic issue resolution.
- Expectation Management: Align internal operational targets with client expectations and spot opportunities for organic business growth.
3. Leadership & People Development
- Team Development: Lead, mentor, and coach Team Leaders, Quality Analysts, and frontline agents to build a high-performing production workforce.
- Goal Setting: Set Key Result Areas (KRAs) for direct reports and execute performance appraisal cycles.
- Retention Strategies: Drive cross-functional employee engagement initiatives to control attrition and improve morale.
Key Skills and knowledge –
- Domain Expertise: Proven track record of managing US, UK, or global geographies across voice, web chat, or back-office processes.
- Technical Proficiency: Strong command over MS Office (Excel, PowerPoint), CRM systems, telephony applications, and analytical metrics platforms.
- Communication Skills: Near-native, expert-level English verbal and written communication skills.
- Flexibility: Absolute willingness to operate in a 24x7 rotational shift matrix matching overseas time zones.
Education Qualification: Graduate - mandatory
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 - DLF IT, Tower A, 3rd FlrLanguage Requirements:
Time Type:
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