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Operations Manager, CRM

Req #: CNX00051051
Location: Hamilton, ON CA
Job Category: CRM
The Operations Manager is responsible for the overall service delivery performance and client relationship for their assigned account & team. 
In this role, you will ensure that strategic business and service objectives are met through the analysis of performance management metrics that drive consistent, cost effective, efficient and employee-focused delivery of Key Performance Indicators across all areas of your operational responsibility. This will be accomplished through the coaching and development of a team of Team Leaders, providing clear direction and well-defined objectives, and holding them accountable to performance expectations.


Ensure the day to day operations of the Customer Service Team exceed client SLA’s and internal Concentrix operational expectations. 
·               Direct management of Team Leaders & assigned LOB Overall accountability for assigned programs including service delivery, KPI attainment and client satisfaction
·         Actively monitor production, service level and quality and make adjustments as needed
·         Develop, document & continually improve WAH delivery processes
·         Maintain external client relationships, key stakeholders and liaise with other functional areas
·         Evaluate performance of direct reports and provide coaching and development
·         Create and update various reports related to Operational activities
·         Responsible for delivering full cycle resolution to the customer
·         Responsible for analyzing reports and driving key KPIs that meet the expectations of the client’s SLA’s
·         Accountable for the ongoing coaching and development of the Supervisory & CSR team 
·         ensure profitability for programs by managing resources appropriately
·         communicate with clients regularly to ensure visibility and partnership
This list is not meant to be all encompassing but is a guideline to the most critical qualifications.
§  Bachelor’s Degree preferred
§  Minimum 2 years of  related experience in an Operations Manager role, managing in an inbound customer care call center environment
§  Extreme flexibility and ability to work with limited oversight
  • Exemplary communication skills (written and oral), coaching skills, and demonstrated good business judgment
  • A good understanding of Operations and P&L is required
  • Excellent human relations skills and ability to create and maintain high energy, highly motivated services teams
  • Strong problem solving skills and demonstrated creative thinking
  • Ability and desire to work with and manage teams in a variety of geographic locations
  • Strong aptitude for technology and demonstrated analytical skills
  • Ability to multitask and maintain productivity and effectiveness in an ever changing environment
  • Experience in successfully managing complex projects
  • Strong organizational and time management skills
  • Willing to travel - at times, may require up to 15% travel or more
  • Must be comfortable working in a fast paced and dynamic environment
What we Offer:
·         A rapidly growing company with significant career growth opportunities
·         A culture committed to teamwork and continuous improvement
·         A attractive compensation package including medical, dental; PTO, paid holidays.
Concentrix is a recognized leader in providing platforms, people and services to support high-value interactions at every stage of the customer lifecycle.
Acquire. Support. Renew. From initial customer acquisition through renewal – our suite of complementary services and technology provides you with the support you need to satisfy even the most complex customer requirements. By delivering from our locations in Asia, Europe, Latin America, Canada, and the United States in over 33 major languages, we give our clients the global reach essential for business success. Our results: satisfied clients, some with relationships of 12 years or more.
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