Summary
We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.
The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.
The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.
Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.
Join us and be part of this journey towards greater opportunities and brighter futures.
Description
We are seeking a highly skilled and proactive Senior Project Manager (PM) or Service Manager (SM) to oversee and support a team of customer support professionals delivering high-quality service to a key client. The ideal candidate will have strong leadership capabilities, client-facing experience, and a proven track record of managing service delivery in a fast-paced, customer-oriented environment.
Responsibilities:
- Lead day-to-day operations for a more than 15 member Customer Support team, ensuring service quality, performance, and customer satisfaction.
- Act as the main point of contact between the client and internal teams, maintaining strong, collaborative relationships.
- Manage SLAs, KPIs, and other contractual obligations, ensuring performance metrics are consistently met or exceeded.
- Facilitate daily stand-ups, weekly reviews, and regular reporting on team performance, incident trends, and customer feedback.
- Identify and drive continuous improvement opportunities in support workflows, documentation, and escalation procedures.
- Support resource planning, onboarding, training, and career development of team members.
- Mitigate risks and resolve escalations in a timely and professional manner.
- Align with internal stakeholders to ensure smooth operations and delivery compliance.
Qualifications:
- Bachelor’s degree in Business, IT, or a related field.
- 7+ years of experience in project or service management, preferably in a customer support on IT services environment.
- Strong understanding of customer service operations, ITSM principles, and client relationship management.
- Proven experience leading support teams and managing client-facing service delivery.
- Excellent communication, problem-solving, and organizational skills.
- Prior experience in BPO operations focused on customer service is highly desirable.
- Fluent in English (written and verbal).
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