Operation Management Officer

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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. (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 game-changers to join our purpose, people as passionate about providing outstanding customer experiences as we are.

CAREER GROWTH AND PERSONAL DEVELOPMENT

We’ll give you all the training, technology, and continuing support you’ll need to succeed. Plus, at Concentrix, there’s real career (and personal) growth potential. As an operations Manager, you’ll:
Maintain and grow revenue of program(s), responsible for profitability including revenue, margins, billing, seat utilization and retention.
Ensures program has proficient training, staff development, and effective employee relation/recognition programs
Selecting, training, developing, and managing the 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
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
Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA. - and partners to define action plans that resolve issues and drive continuous improvement
Participate in opportunity review calls for new business and facilitate site visits from potential clients, keep up to date through trade shows, industry events, and related activities
Host Business reviews on a regular basis, communicate the overall objectives within common reports (service reports and Operational Efficiency Reports), ensure that customer, operational and capacity requirements are addressed (i.e. Telecommunications, Information Technology, Legal, HR, Finance, Facilities), hold weekly meetings with all functional leaders and direct reports reviewing site operations, needs, and upcoming events.
Deliver expert customer experiences…with a smile.

Your skills, integrity, knowledge, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our operations Manager role include:

• Two to four years of Progressive Management Experience preferred, either as an operations Manager or Team Leader.
• 3-5 Years of experience in a Contact Center/Customer Service environment, preferably in the Automotive industry .
• Experience in managing complex customer interactions with a focus on empathy and efficiency
• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
• flexibility to quickly adapt to changing business needs
• 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
• Case management experience preferred)
• Willingness to work a flexible schedule

That’s why we significantly invest in our game-changers, our infrastructure, and our capabilities to ensure long-term success for both our teams and our customers. And we’ll invest in YOU to aid in your career path and in your personal development. The base salary range for this position is $65,000-$68,000 CAD plus incentives that align with individual and company performance. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program (EAP), registered retirement savings plan, paid time off and holidays, and paid training days.
Daily Pay 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, One Earth Champions, and more
Health and wellness programs with trained partners to help promote a healthy you
A modern, state-of-the-art office setting with advanced technologies and a great team
Programs and events that support diversity, equity, and inclusion, as well as global citizenship, sustainability, and community support
Celebrations for Concentrix Day, Game-Changer Appreciation Day, Customer Service Week, World Clean Up Day, #MyOneEarthPromise, and more
Apply today and discover why over 440,000 game-changers around the globe call Concentrix their “employer of choice.”