Operations Manager I

Job Title: Operations Manager I Job Description 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. Role and Key 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 Candidate Profile  • 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 demand • 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 flexible schedule