Operations Manager; Onsite

Job Title

Operations Manager (Onsite)

Join a world-class team in Austin, TX, as an Operations Manager! The Operations Manager is responsible for coaching and supervising a group of Team Leaders and/or Operations Managers. This position is responsible for building and maintaining client relationships, meeting service level agreements and achieving financial expectations. (Military veterans are encouraged to apply).

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 Fortune 500 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 the right place for you!

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 ongoing 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 no‑cost learning and leadership development programs designed to set you on your way to the kind of career you’ve always envisioned.

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
• Maximize revenue generation to reach long and short‑term financial projects (e.g. data collection for billable/non‑billable hours, forecasting, budgeting, etc.)
• Select, train, develop, and manage 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
• Conduct regular one‑on‑ones with direct reports to review individual performance, the performance of their team and offer ongoing 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, Talent Acquisition – 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 adjust to meet changing requirements
• Attend regular and ad hoc business reviews with the Client

• 18 years of age or older with a completed High School Diploma or GED – Required
• English language proficiency/fluency tests will be administered to all successful applicants where C1 proficiency will be required
• Associate’s Degree in a related field with more than seven years of experience (with at least two years of Progressive Management Experience) – Preferred
• Demonstrated progressive leadership experience in Contact Centers – Preferred
• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
• Demonstrated 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
• Demonstrated ability to organize and prioritize projects in a fast‑paced and deadline‑oriented business environment
• Demonstrated ability to mentor,…