Operations Manager

Job Title:
Operations Manager

**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.

**Responsibilities**:

- Responsible for development, implementation, and administration of recruitment programs
- 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.)
- Selecting, training, developing, and managing 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.
- Associate's Degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred
- Call center, BPO experience is HIGHLY desired.
- Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback.
- Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal.
- Work well under pressure and follow through on items to completion while maintaining professional demeanor.
- Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
- Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.
- Demonstrated ability to mentor, coach and provide direction to a team of employees.
- Willingness to work a flexible schedule.

**Your Benefits**:

- A place where you can oversee your own work.
- A place where your ideas will be heard.
- Competitive salary
- Career development
- Good working environment

**About us**:
Concentrix, a global customer experience services and technologies company, providing support to the world’s best brands.

Every day, from more than 40 countries and across 6 continents, our 280 000 employees deliver next generation customer experience and help companies better connect with their customers. We create better business outcomes and help differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in the following key industry verticals: technology & consumer electronics; retail, travel & ecommerce; banking, financial services & insurance; healthcare; communications & media; automotive; and energy & public sector.

LATAMCNX

**Location**:
CRI San Jose - Jacks

Language Requirements:
Time Type:
Full time
**If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the **Job Applicant Privacy Notice for California Residents