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.
Role and Key responsibilities:
Maintain and grow revenue of program, responsible for profitability including revenue, margins, billing, seat utilization, and retention
Ensure program has proficient training, staff development, and effective employee relation/recognition programs
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
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 standards
Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
Ensure that the operations are compliant with active contracts
Oversee client relationships; facilitate open communications, understand client perspectives/expectations, and monitor client satisfaction
Conduct regular one-on-ones with direct reports to review individual performance, the performance of their teams and offer on-going developmental support
Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
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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 adjust meet changing requirements
Participate in opportunity review calls for new business and facilitate site visits from potential clients, keep up to date through trade shows, industry events, and related activities
Host/ Attend Business reviews on regular basis, communicate the overall objectives within common reports (service reports and Operational Efficiency Reports), ensure that customer, operational and capacity requirements are addressed, hold weekly meetings with all functional leaders and direct reports reviewing site operations, needs, and upcoming events.
Key skills and knowledge:
Graduate with more than 6+ years of experience (with 4+ years of People Management Experience in contact center) Hospital Operations experience preferred
Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
Demonstrated ability to analyse and improve work processes; establish a course of action for self and others to accomplish specific goals
Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
Demonstrated ability to implement Change; flexibility to quickly adapt to changing business needs
Work well under pressure and follow through on items to completion while maintaining professional demeanour
Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
Demonstrated ability to mentor, coach and provide direction to team members
Demonstrated ability to take initiative and ownership with focus on continuous improvement
Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
Willingness to work in evening shifts
Educational Qualification: Graduate
Disclaimers:-
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 title.
'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 Mumbai - Malad West Paradigm Towers Mindspace
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