Operations Manager
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Key skills for this role
Role Overview
The Operations Manager I coaches and supervises a group of team leaders.
The role is responsible for achieving client service-level agreement and financial expectations.
The position supports operations for an e-commerce BPO account.
Key Skills for This Role
Full Job Posting
Role overview
The Operations Manager I coaches and supervises a group of team leaders.
The role is responsible for achieving client service-level agreement and financial expectations.
The position supports operations for an e-commerce BPO account.
Educational qualifications
- Graduate in any discipline.
- Strong operations and people management background in BPO or contact center environments.
- 8–12 years of experience in BPO operations.
- E-commerce experience is preferred.
Essential skills
- Strong stakeholder and client management skills.
- Excellent data analysis and decision-making ability.
- Expertise in CSAT, quality, productivity, AHT and attrition KPIs.
- Experience leading teams with a span of 150–300 FTE.
- Process excellence and continuous improvement mindset.
- Strong communication and problem-solving skills.
Key responsibilities
- Manage end-to-end operations for an e-commerce account.
- Drive performance on CSAT, SLA, productivity and quality metrics.
- 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 with support teams.
- Drive compliance, quality frameworks and continuous improvement initiatives.
Location and schedule
- Work location: Vadodara, India, at the Imperia Building SF.
- Employment schedule: Full time.
About Concentrix
Global provider of customer experience solutions and outsourcing services.
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