Logo of Huzzle

Home

Matches

Explore

Manage

Operations Manager

image

Concentrix

Today

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Business, Operations & Strategy
  • Cape Town

AI generated summary

  • You need an associate's degree, 7+ years of experience, 2+ years in management, call center experience, strong coaching skills, excellent communication, and the ability to work late/overnight shifts.
  • You will manage SLAs, optimize revenue, train and develop staff, analyze reports, foster client relationships, resolve employee issues, and ensure performance improvements across teams.

Requirements

  • Associate's Degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred
  • Call center experience preferred
  • Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
  • Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
  • Work well under pressure and follow through on items to completion while maintaining professional demeanor
  • Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
  • Demonstrated 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
  • Willingness to work a late and overnight shift patterns to support the US Market

Responsibilities

  • Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
  • Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
  • 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
  • Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
  • Create and maximize relationships with client partners
  • 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
  • Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
  • 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
  • Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
  • Attend business reviews with the client
  • Handle a team of team leaders

FAQs

What is the primary responsibility of the Operations Manager I?

The primary responsibility of the Operations Manager I is to coach and supervise a group of Team Leaders while ensuring that Client Service Level Agreements and financial expectations are met.

What qualifications are preferred for the Operations Manager position?

An Associate's Degree in a related field with more than seven years of experience, including at least two years of progressive management experience, is preferred.

Is call center experience necessary for this role?

Call center experience is preferred but not absolutely necessary.

What essential functions are included in the role?

Essential functions include analyzing Client Service Level Agreements, maximizing revenue generation, managing and developing direct reports, and creating positive relationships with client partners.

What core skills are required for this position?

Required skills include excellent communication, the ability to organize and prioritize projects, capacity to handle pressure, and proven mentoring and coaching abilities.

Is there a requirement to work specific shifts?

Yes, there is a willingness required to work late and overnight shift patterns to support the US Market.

Does the role involve participation in meetings?

Yes, the Operations Manager I is expected to participate in cross-functional meetings and attend business reviews with clients.

What does the management structure look like for this role?

The Operations Manager I will manage professional employees and/or supervisors and be accountable for the performance and results of a team within their discipline or function.

Are there opportunities for career development in this role?

Yes, there are opportunities for career development, including coaching and developing action plans to maximize performance.

What is the work environment like for this job?

The work environment requires creating a positive work atmosphere through employee engagement and resolving employee relation issues in a timely and professional manner.

image

Concentrix

Consulting
Industry
10,001+
Employees

Mission & Purpose

We’re Concentrix. A global technology and services leader that powers the world’s best brands, today and into the future. We’re human-centered, tech-powered, intelligence-fueled. Every day we design, build, and run fully integrated, end-to-end solutions at speed and scale across the entire enterprise.