Operations Manager (Onsite)

Concentrix • Lake Mary, FL

1d • $60,000 - $65,000 • Onsite

About The Position

The Operations Manager is responsible for coaching and supervising a group of Operations Managers and/or Team Leaders. This position is responsible for building and maintaining client relationships, meeting service level agreements and achieving financial expectations. (Military veterans are encouraged to apply.) A NEW CAREER POWERED BY YOU Are you looking for a career change with a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging? Would you like to join a company that earns “ World’s Best Workplaces ,” “ Best Company Culture ,” and “ Best Companies for Career Growth ” awards every year? Then an Operations Manager position at Concentrix is just the right place for you! As an Operations Manager , you’ll join an organically diverse team from 70+ countries where ALL members contribute and support each other’s success and well-being, proudly united as “game-changers.” Together, we help the world’s best-known brands power a world that works through exceptional customer experiences and tech-powered innovation. And due to continued growth, we’re looking for more talented people to join our purpose, people as passionate about providing outstanding customer experiences as we are. CAREER GROWTH AND PERSONAL DEVELOPMENT This is a great opportunity to reimagine an all-new career journey and develop “friends for life” at the same time. We’ll give you all the training, technologies, and continuing support you’ll need to succeed. Plus, at Concentrix, there’s real career (and personal) growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you’ve always envisioned. WHAT YOU WILL DO IN THIS ROLE As an Operations Manager , you will: Coach, motivate and inspire your team of team managers Leading by setting a good example and engaging the team to achieve goals, high performance and satisfied customers Secures staff development & assessment by giving feedback, actively working with talent & developing future leaders Ensures program has proficient training, staff development, and effective employee relation/recognition programs 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 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 Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed Oversee client relationships; facilitate open communications, understand client perspectives/expectations, and monitor client satisfaction Partnering with Business Development to leverage and expand new business from client(s) Conduct regular one-on-ones with direct reports to review individual performance, the performance of their teams and offer on-going developmental support 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 Ensuring together with Team Managers that the KPI’s for the different channels, market(s) and brand(s) are achieved Steer and drive the performance of the market(s) within your responsibility together with the other OMs and CM Continuously finds areas of improvement within the performance journey Responsible for leading operational projects in collaboration with global functions Proactively working together with the WFM department to optimize customer and employee experience Align with other stakeholders to find the best efficiency and productivity levels Work together with other stakeholders by analyzing customer data to improve customer experience Works together with the management team towards a sustainable and long-term strategy for the Centre in line with the company’s direction Work closely with Training and quality manager on quality assurance

Requirements

• Associate's Degree Preferred with more than ten years of experience (with two to four years of Progressive Management Experience) preferred
• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish specific goals
• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
• Demonstrated ability to implement Change; flexibility to quickly adapt to changing business needs
• 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
• Proven 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
• Demonstrated ability to take initiative and ownership with focus on continuous improvement
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
• Willingness to work a flexible schedule
• Must reside in the United States and have a valid U.S. address for residence

Responsibilities

• Coach, motivate and inspire your team of team managers
• Leading by setting a good example and engaging the team to achieve goals, high performance and satisfied customers
• Secures staff development & assessment by giving feedback, actively working with talent & developing future leaders
• Ensures program has proficient training, staff development, and effective employee relation/recognition programs
• 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
• 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
• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
• Oversee client relationships; facilitate open communications, understand client perspectives/expectations, and monitor client satisfaction
• Partnering with Business Development to leverage and expand new business from client(s)
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their teams and offer on-going developmental support
• 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
• Ensuring together with Team Managers that the KPI’s for the different channels, market(s) and brand(s) are achieved
• Steer and drive the performance of the market(s) within your responsibility together with the other OMs and CM
• Continuously finds areas of improvement within the performance journey
• Responsible for leading operational projects in collaboration with global functions
• Proactively working together with the WFM department to optimize customer and employee experience
• Align with other stakeholders to find the best efficiency and productivity levels
• Work together with other stakeholders by analyzing customer data to improve customer experience
• Works together with the management team towards a sustainable and long-term strategy for the Centre in line with the company’s direction
• Work closely with Training and quality manager on quality assurance

Benefits

• Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program (EAP), 401(k) retirement plan, paid time off and holidays, and paid training days.
• DailyPay enrollment option to access pay "early," when you want it
• Company networking opportunities with organized groups in the following topics: Network of Women, Black Professionals, LGBTQ+ Pride, Ability (Disabilities), Dynamic ((Neurodiversity), Women in Tech, OneEarth Champions, and more
• Health and wellness programs with trained partners to help promote a healthy you
• Mentorship programs that support your rewarding career journey

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree