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:

• Operational Excellence & SLA Management:
  Ensure seamless day-to-day operations with consistent SLA delivery while maintaining high employee engagement and customer satisfaction.
• Governance & Compliance:
  Adhere to the defined governance model, including escalation protocols and communication plans, ensuring transparency and accountability.
• Performance Management:
  Drive performance discipline, monitor adherence to quality standards, and resolve operational challenges in a timely manner.
• Process Evaluation & Continuous Improvement:
  Regularly assess processes to identify gaps and implement efficiency, automation, and quality improvement initiatives.
• Technology & UAT Oversight:
  Lead and support User Acceptance Testing (UAT) for new tools, product features, and workflows. Ensure readiness, identify defects, and work closely with tech teams to drive resolutions.
• Tech & AI Enablement:
  Promote adoption of latest technologies, automation tools, and AI-driven solutions to enhance productivity, improve customer experience, and reduce manual effort.
• Innovation & Experimentation:
  Partner with product and engineering teams to pilot new solutions, provide structured feedback, and scale successful tech interventions.
• Leadership & Expertise:
  Provide strategic guidance and act as a subject matter expert in operations and process excellence.
• Team Development & Engagement:
  Coach and mentor team members, build leadership capability, and foster a high-performance, collaborative work environment.
• Collaboration & Stakeholder Management:
  Work closely with cross-functional teams (Tech, Product, QA, WFM, HR) and multiple sites to ensure alignment and execution.
• People Management:
  Manage a team of 18–20+ executives with focus on engagement, retention, and structured career progression.
• Revenue Enablement:
  Identify growth opportunities, improve operational efficiency, and support revenue and margin enhancement initiatives.
• Capacity Planning & Forecasting:
  Partner with WFM and HR for hiring and resource allocation aligned with forecasts and business needs.
• Cost Optimization:
  Drive productivity improvements and cost efficiencies without compromising quality.
• Data-Driven Decision Making:
  Leverage operational metrics, dashboards, and analytics to identify risks and drive proactive actions.

Desired Skills

• Strong Tech Acumen:
  Good understanding of product ecosystems, tools, workflows, and system integrations.
• UAT & Testing Knowledge:
  Experience in User Acceptance Testing (UAT), defect tracking, test case validation, and product feedback loops.
• Awareness of Emerging Tech & AI:
  Familiarity with AI/ML applications, automation tools, bot workflows, and digital transformation trends in operations.
• Advanced Excel skills
• Proficiency in PowerPoint
• Strong analytical thinking and problem-solving ability
• Data interpretation and decision-making skills
• Client-facing communication and stakeholder management
• Strong articulation and influencing skills
  • Leadership & people management with a collaborative approach

Qualifications

• Bachelor's degree.

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:

Language Requirements:

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