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Operations Manager
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Job Title:
Operations ManagerJob 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.
Job Description - BPO Manager (E-Commerce Account)
Educational Qualifications
Graduate in any discipline
Strong operations and people management background in BPO/Contact Center
Essential Skills
8-12 years of experience in BPO operations (E-commerce preferred)
Strong stakeholder/client management skills
Excellent data analysis & decision-making ability
Expertise in KPIs: CSAT, Quality, Productivity, AHT, Attrition
Team leadership (span of 150-300 FTE)
Process excellence & continuous improvement mindset
Strong communication and problem-solving skills
Key Responsibilities
Manage end-to-end operations for E-commerce account
Drive performance on key metrics (CSAT, SLA, Productivity, Quality)
Lead, coach, and develop frontline leaders and teams
Ensure effective client governance and reporting cadence
Identify process improvement and cost optimization opportunities
Manage attrition, engagement, and hiring in collaboration with support teams
Drive compliance, quality frameworks, and continuous improvement initiatives
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 Vadodara - Imperia Building SFLanguage Requirements:
Time Type:
Full time
Mission: Hi, we're Concentrix. We're a global technology and services leader that powers the brands of the future. We help well-known brands - the ones you use every day - improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we're so much more. Human-centered, tech-powered, intelligence fuelled. Every day we're busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it's…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We've got them covered. But how We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We're the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.
Job ID: 153874787
Skills:
Project Management, Compliances, Team Leadership, Client Relationship, Operational Efficiency, Financial Management
Skills:
Inventory Controls, Cost Accounting, Data Analysis, project management
