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.

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.

 

Process Information:
We provide technical support for computer software, hardware/peripheral, and networking issues over the phone and via on-line chat for a single designated computer.

Customer need not try to decide which software or hardware vendor to contact for support or wasting hours spinning their wheels trying to search out answers.

Tech agents are equipped to resolve all 3rd party issues which are not supported by any other Manufacturer.

 

 

Key Responsibilities:

• Maintain and grow revenue of program(s); responsible for profitability including revenue, margins, billing, seat utilization and retention

• Ensures program has proficient training, staff development, and effective employee relation/recognition programs

• 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

• 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

• Analyse and maintain all Client Service Level Agreements; implement improvement plans as needed

• Ensure that the operations is in compliance with active contracts

• Oversee client relationships; facilitate open communications, understand client perspectives/expectations, and monitor client satisfaction

• Partnering with Business Development to leverage and expand new business from client(s)

• 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

• 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

• Maintain relationships with strategic vendors in order to facilitate open communications, understand changing technologies and stay abreast of industry trends

• 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 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 (i.e. Telecommunications, Information Technology, Legal, HR, Finance, Facilities), hold weekly meetings with all functional leaders and direct reports reviewing site operations, needs, and upcoming events

 

Desired skills & knowledge:

 

• 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

• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates

• 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 a team of employees

• 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 a flexible schedule

• Candidate should have experience in Hardware and Troubleshooting.

• Good to have skills: OEM experience

 

Education: Associate's Degree in related field

 

Disclaimer:-

'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 Hyderabad - Unit No. 601, 6th Flr, Maximus Building 2A

Language Requirements:

Time Type:

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