Job Title:

Operations Manager II

Job Description

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:Manage a team of 100 Ops resources which includes Sr. TLs, TLs, SMEs & Agents  Understand the complete process and its SLA, KPI, AHT, Capacity calculation Ensure complete participation and contribution in organization/process level initiatives (Absenteeism, Attrition control) that may be implemented from time to time to improve efficiency. Build, maintain, communicate and present detailed reporting, findings and insights to leadership and clients. Derive performance by coaching, motivating and driving discipline. Manage Noiseless and Transparent operations. Manage Service delivery ensuring that client targets exceed expectations, month on month. Implement appropriate mechanisms to identify, understand and call out performance gaps and/or performance breakthroughs. Develop and implement improvement plans to close performance gaps. Responsible for overall performance of the team in terms of productivity and Quality. Conduct sessions with the team to discuss achievements, targets and the plan to meet the targets. Facilitate development of the team members. Review process and people metrics periodically with internal management and clients. Interact with the client partners to understand their concerns and take necessary steps to resolve them effectively. Client Experience improvement. Communicate effectively with the client to resolve issues and disseminate updates on the floor.  Effective performance planning for self and team; time management and skill to self-organize. Ability to achieve stretch targets and take decisions as well as manage complex/ difficult employee situations     Handle escalations for the team             Be the Single point of contact for all non-ops departments and identify, evaluate & coordinate operational, Admin, IT and HR issues Timely closure of all processes and other requirements for self and Team. To lead a team's available resources in order to deliver a quality service to customers in line with agreed service standards Quality Improvement Initiatives (Six Sigma / Lean) Process & Tool (Automation) improvement ideas to be shared with clients and leaderships  Ensure feedback for the process/Continuous Process improvement. Team's Career Planning/manage team performance & expectations. Evaluation of operational practices and procedures. Participate in client and calibration calls Should meet self-productivity target month on month Financial planning and continuous improvement in Revenue Monthly revenue targets achievement On time Agents & Support staff hiring Budget planning Capacity Planning Employee Engagement 

Desired skills:Highly motivated individual with skills to develop and coach team of Trainers to achieve performance expectations  Strong communication skills Demonstrated ability to work with leadership and clients. Multi-tasking, prioritization, and meeting timelines of deliverables.Work well under pressure and follow through on items to completion while maintaining professional demeanor Demonstrated ability to mentor, coach and provide direction to team members Willingness to work in a flexible schedule Client Management, Service Delivery & People Management Good Presentation skills (Power Point & Google Slide Presentation) Good knowledge about current affairs (Global News, Trends on social media) and awareness about the sensitive events (Example: Wars, Attacks) Content moderation experience: Social Media guidelines & policies  Experience in AdWords, User content engagement, Social Media Video platforms content review will add an advantage Good communication skills and have good hands-on MS Office products Good knowledge about the functionality of Google Tools like: Slides, Spreadsheet, Word, SQL/PLX Dashboard, Google Analytical tools 

Qualification :Graduation

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 Bangalore - Ecospace Bus Park

Language Requirements:

Time Type:

Full time

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