Job Title:

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.

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 focused on accountability, employee engagement, retention, and career development.

Required Qualifications

· Bachelor’s degree.

· 8–12 years of experience in BPO, contact center, customer service, service delivery, or operations management.

· Minimum 3–5 years of people management experience, preferably managing Team Leaders or supervisors.

· Experience managing customer service processes for international clients.

· Strong understanding of contact center metrics, workforce planning, quality frameworks, and performance management practices.

· Proficiency in MS Excel, PowerPoint, reporting dashboards and contact center platforms.

· Excellent communication, stakeholder management, analytical thinking, problem-solving, and decision-making skills.

· Ability to work in rotational shifts, extended hours, or weekends based on business requirements.

Preferred Skills and Competencies

· Client relationship management and executive communication.

· Operational excellence mindset

· Strong coaching capability and ability to build leadership depth within the operation.

· Data-driven approach to performance diagnosis, root cause analysis, and action planning.

· Ability to manage change, stabilize new processes, and support transitions or ramp-ups.

· Commercial understanding of utilization, cost per transaction, billing, productivity, and margin impact.

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.

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