Operations Manager I

Job Title: Operations Manager I Job Description ROLE: Operations Manager I DESIGNATION: Operations Manager I LOCATION: Kolkata YEARS OF EXPERIENCE: 8yearsConcentrix 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:- 1. Operations & Service Delivery Management

• SLA & KPI Ownership: Oversee day-to-day BPO operational workflows to meet and exceed client-defined KPIs and SLAs (e.g., CSAT, FCR, AHT, Service Levels).
• Performance Monitoring: Review operational metrics daily, weekly, and monthly to proactively identify business trends and take immediate corrective/preventive actions.
• Resource Planning: Work closely with the Workforce Management (WFM) team for capacity planning, volume forecasting, and optimal agent scheduling.
• Risk & Deficit Mitigation: Manage business continuity planning, minimize shrinkage, control attrition, and drive process excellence.

2. Client & Stakeholder Management

• Client Communication: Lead daily, weekly, and monthly operational reviews with external international clients and internal stakeholders.
• Escalation Handling: Act as the primary point of contact for high-level client escalations, providing rapid and strategic issue resolution.