Job Title:
Operations Manager I
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.

Key Responsibilities

· Lead daily BPO customer service operations across voice, email, chat, social, or back-office channels, depending on client scope.
· Own operational performance against SLAs, including service level, average speed of answer, abandonment rate, average handle time, first contact resolution, quality, NPS, productivity, and schedule adherence.
· Manage Team Leaders, Quality Analysts, Trainers, Workforce Management partners, and frontline associates to ensure consistent delivery of business outcomes.




· Conduct regular performance reviews, coaching sessions, skip-level connects, and action planning to improve individual and team performance.
· Handle client communication, business reviews, escalations, issue resolution, and operational reporting with accuracy and professionalism.
· Partner with Workforce Management to forecast volumes, plan staffing, manage shrinkage, and ensure adequate coverage across shifts.
· Drive process improvement initiatives to reduce defects, improve customer experience, increase efficiency, and optimize cost of delivery.
· Work with Quality and Training teams to identify knowledge gaps, strengthen calibration, improve compliance, and build customer-centric behaviors.
· Ensure adherence to company policies, client requirements, data security standards, regulatory guidelines, and information security procedures.
· Build a positive, inclusive, and performance-driven culture f

📌 Operations Manager I (Hyderabad)
🏢 CNX
📍 Hyderabad