Job Description

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.

Job Description – BPO Manager (E-Commerce Account)

Educational Qualifications

• Graduate in any discipline
• Strong operations and people management background in BPO/Contact Center

Essential Skills

• 8–12 years of experience in BPO operations (E-commerce preferred)
• Strong stakeholder/client management skills
• Excellent data analysis & decision-making ability
• Expertise in KPIs: CSAT, Quality, Productivity, AHT, Attrition
• Team leadership (span of 150–300 FTE)
• Process excellence & continuous improvement mindset
• Strong communication and problem-solving skills

Key Responsibilities

• Manage end-to-end operations for E-commerce account
• Drive performance on key metrics (CSAT, SLA, Productivity, Quality)
• Lead, coach, and develop frontline leaders and teams
• Ensure effective client governance and reporting cadence
• Identify process improvement and cost optimization opportunities
• Manage attrition, engagement, and hiring in collaboration with support teams
• Drive compliance, quality frameworks, and continuous improvement initiatives

'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 Vadodara - Imperia Building SF

Language Requirements:

Time Type:

Full time