Operations Manager I

Job Title: Operations Manager I 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. Key Responsibilities · Lead daily BPO customer service operations across voice, email, chat, social, or back-office channels, depending on client scope. · Own operational performance against SLAs, including service level, average speed of answer, abandonment rate, average handle time, first contact resolution, quality, NPS, productivity, and schedule adherence. · Manage Team Leaders, Quality Analysts, Trainers, Workforce Management partners, and frontline associates to ensure consistent delivery of business outcomes. · Conduct regular performance reviews, coaching sessions, skip-level connects, and action planning to improve individual and team performance. · Handle client communication, business reviews, escalations, issue resolution, and operational reporting with accuracy and professionalism. · Partner with Workforce Management to forecast volumes, plan staffing, manage shrinkage, and ensure adequate coverage across shifts. · Drive process improvement initiatives to reduce defects, improve customer experience, increase efficiency, and optimize cost of delivery. · Work with Quality and Training teams to identify knowledge gaps, strengthen calibration, improve compliance, and build customer-centric behaviors. · Ensure adherence to company policies, client requirements, data security standards, regulatory guidelines, and information security procedures. · Build a positive, inclusive, and performance-driven culture focused on accountability, employee engagement, retention, and career development. Required Qualifications · Bachelor’s degree. · 8–12 years of experience in BPO, contact center, customer service, service delivery, or operations management. · Minimum 3–5 years of people management experience, preferably managing Team Leaders or supervisors. · Experience managing customer service processes for international clients. · Strong understanding of contact center metrics, workforce planning, quality frameworks, and performance management practices. · Proficiency in MS Excel, PowerPoint, reporting dashboards and contact center platforms. · Excellent communication, stakeholder management, analytical thinking, problem-solving, and decision-making skills. · Ability to work in rotational shifts, extended hours, or weekends based on business requirements. Preferred Skills and Competencies · Client relationship management and executive communication. · Operational excellence mindset