AddressJob Title:
Operations Manager
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 Roles and Responsibilities
Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
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 targets
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
7-8 years client facing Work experience in a BPO/German environment.
Key Skills and knowledge:
Knowledge of Internet Services, MS Office and Basic Computer Troubleshooting
Flexibility to work in any shift and, on weekends, and shift between WFO and WFH, as and when needed
Establish a course of action for self and others to accomplish specific goals
Demonstrate ability to coach and develop action plans, which maximize performance, and provide effective feedback
Demonstrate 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
Demonstrate ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
Demonstrate ability to mentor, coach and provide direction to team members
Willingness to work in a flexible schedule
Educational qualification -Graduation
German level- C1/Written/Spoken proficiency
Disclaimer:-
'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 Kolkata - Unitech Hitech, Blk A, Tower AI, 4th Flr
Language Requirements:
Time Type:
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