Asst Manager, Operations

Asst Manager, Operations

Full job description: Customer Service/Support

The Team Leader, Operations is responsible for the day‑to‑day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

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‑prove their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities

• Responsible for the day‑to‑day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Regularly impart effective coaching to team members, enabling consistent high performance delivery
• Identify performance related issues, develop an action plan for improvement, and implement corrective action plans
• Ensure service delivered to our customers meets contractual Key Performance Indicator ("KPIs") and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct team meetings to ensure expedient communication of relevant information and as an open forum for input, schedule and organize team activities
• Stay current on internal work processes, policies, and procedures; attend required manager development training
• Promote CNX values – walk the talk and lead by example

Key Skills & Knowledge

• Strong multitasking capabilities under pressure
• Clear, confident communication abilities
• Solid understanding of a range of social media platforms (e.g., Sprinklr, Buffer, Hootsuite, Kapture), particularly in relation to effective customer response management
• Keen understanding of how to craft effective social media responses matching brand tonality
• Coach and manage a team (approx. 15 members) and establish key performance indicators to meet brand expectations
• Stay up to date with new and emerging trends in the Beauty, Fashion, or Wellness industry

Educational Qualification

• Graduation in Commerce or Science Stream
• Alternatively, Academic Diploma or Social Media/Digital Marketing

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 letterhead with authentic signatures of appropriate Concentrix authorities.

Location: IND Mumbai - Symphony IT Park - Mumbai02

Language Requirements:

Time Type: Full time

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