Job Description Summary

The Operations Manager I, is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.

Key Responsibilities:

• Achieve monthly sales goals. Create an effective and motivating, goal oriented, sales environment by driving sales goals and setting daily sales targets.

• Analyze and improve work processes to establish a course of action for self and others to accomplish specific sales goals

• Select, train, develop, and manage the performance of direct reports and their associates to maximize performance and provide effective coaching and feedback

• Create a positive work environment through employee engagement and resolve employee relation issues in a professional and timely manner

• Create and maximize relationships with client partners to drive consistent performance and evaluate staffing needs

• Attend business reviews with clients to review performance, identify opportunities, and provide effective feedback

• Implement best practices and over-deliver for clients to achieve continuous improvement

• Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)

Candidate profile:

• 2+ years outbound and inbound Sales and Progressive Management Experience

• Capable of developing Team Leaders as sales coaches and people managers; effectively establish a culture of performance, diversity, and empowerment

• Call center experience is mandatory

• Demonstrated ability to mentor, coach, and provide direction to a team of employees, develop action plans that maximize sales performance, and provide effective feedback.

• Excellent communication skills, both written and verbal, with the ability to effectively present information to internal and external associates, in addition to fluency in English with a C1 level of proficiency.

• Demonstrated 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

• Willingness to work a flexible schedule

• Demonstrated ability to analyze and maintain all Service Level Agreements and implement improvement plans as needed

Career Framework Role

Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies and employees.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

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