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At Concentrix, we're not just about technology; we're about people. We believe in harnessing the power of human-centered approaches, coupled with cutting-edge technology and intelligence-driven strategies.
What you’ll be doing
Operational Management:
Assist in overseeing daily operations to ensure smooth and efficient functioning
Coordinate with department heads to align operations with overall organizational goals
Address operational issues promptly and devise solutions
Staff Supervision:
Support the Site Director in managing, mentoring, and developing staff
Assist in the recruitment, hiring, and training of new employees
Conduct performance evaluations and provide constructive feedback
Strategic Planning:
Participate in the development and implementation of strategic plans
Analyze operational processes and suggest improvements
Assist in setting and achieving key performance indicators (KPIs)
Budget Management:
Assist in preparing and managing the site’s budget
Monitor expenditures and identify cost-saving opportunities
Ensure financial goals are met in collaboration with financial departments
Compliance and Safety:
Ensure adherence to company policies and regulatory requirements
Promote a safe and healthy work environment for all employees
Implement and monitor safety protocols and procedures
Stakeholder Communication:
Act as a liaison between site operations and senior management
Facilitate communication between departments and resolve conflicts
Represent the site in meetings and external collaborations
In addition to the above you’ll
Collaborate with senior management and staff to develop strategic plans; coordinate with other departments to establish open communications systems that ensure information is mutually shared to achieve optimal results
Develop and retain team of managers, providing coaching and development opportunities that continuously build and expand both the individual and the team capabilities and bench strength
Drive continuous operating improvements and quality performance of site metrics such as quality, productivity, staffing, training, attrition, and costs
Provide expert knowledge of workforce forecasting and planning to ensure necessary staffing levels to support customer demand
Drive recruitment, selection, and retention of highly qualified internal and external candidates
Manage department resources and provide leadership to ensure that production and quality work meets company goals
Participate with cross-functional departments in strategic decisions designed to meet quality and service goals
Identify, analyse, and resolve a wide range of technical, process, and operational issues, providing quick and decisive solutions
What you’ll need
5 years’ experience in a Senior Operations Manager position
Previous BPO experience (Advantageous)
Excellent communication and negotiation skills
Experience in shaping and formulating operational strategic plans
Demonstrable experience of senior stakeholder management
Ability to deliver agreed programmes of work and embed initiatives for improvement
Join Concentrix today and be part of a global family that's shaping the future of business. Apply now and let's embark on this journey together!
Disclaimer
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.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.