Operations Manager

ROLE: Operations Manager

DESIGNATION: Operations Manager-II

LOCATION: Kolkata

YEARS OF EXPERIENCE: 8Yrs

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.

Educational Qualification – Graduate

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.)

Select, train, develop, and manage 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

Educational Qualification : Graduation

Disclaimer 

• The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job titl
• '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.'