Operations Manager

Concentrix

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.

Educational Qualifications

Job Description – BPO Manager (E-Commerce Account)

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.