Manager, Digital Analysis

2 weeks ago

Mission, United States Convergys Full time

Manager, Digital Analysis page is loaded

Manager, Digital Analysis

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locations

VNM The Flemington Tower, 10th & 11th Floors

time type

Full time

posted on

Posted 2 Days Ago

job requisition id

R1439117

Job Title: Manager, Digital Analysis Job Description 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. Essential Functions/Core

Responsibilities

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed • Maximize revenue generation to reach long and short term financial projects (i.e. data collection for

billable/non-billable

hours, forecasting, budgeting, etc.) • Selecting, training, developing, and managing 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 on-going 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, TA.- 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 make adjustments to meet changing requirements • Attend business reviews with the client • Handle a team of team leaders Candidate Profile

• Associate's Degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred • Call center experience 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, coach and provide direction to a team of employees • Willingness to work a flexible schedule 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. Location: VNM The Flemington Tower, 10th & 11th Floors Language Requirements: Time Type: Full time2023-12-16

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents

We will be the greatest customer engagement services company in the world, rich in diversity and talent. We will get there by embracing our culture.

About Concentrix:

We’re a company like no other. We are fanatical about our staff and are constantly helping them grow and achieve their career goals. We are a global workplace that offers YOU infinite possibilities

Company Overview:

In a world full of average, we stand out. We believe experience is everything. Period. To achieve outstanding results, we’re disrupting the market by being absolutely obsessed with making our clients’ businesses better. We bring together the brightest and most creative minds in business, cutting-edge technology solutions, proven design thinking expertise and exceptional customer experience centers. Our clients notice the difference too… in increased customer loyalty, improved business performance and differentiation in their markets. As a diverse, global organization, we have unconventionally fresh ideas and deliver extraordinary customer experiences for more than 450 of the world’s best brands. Concentrix. A passionate company powered by passionate people.

Concentrix CVG Corporation

is an EEO/AA/M/F/Vet/Disability Employer.

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