Operations Manager

About the job

What you will be doing: - Operational Excellence: Manage and maintain all Client SLAs and KPIs. Monitor performance metrics (e.g., attendance, attrition, scorecards) to proactively identify trends, risks, or gaps, implementing data-driven corrective actions to ensure consistent delivery against business and client expectations. - Client Relationship Management: Act as the primary bridge between the account, support functions, and the client. Lead regular performance and business reviews, present insights confidently, and professionally resolve concerns to maintain credibility and service excellence in a demanding environment. - Team Leadership & Development: Lead, coach, and develop a team of Team Leaders through consistent one-on-ones and performance management. Recruit, train, and mentor staff in compliance with company policy, fostering a high-performance culture defined by accountability and engagement. - Cross-Functional Collaboration: Partner with support teams—including WFM, Finance, HR, and Quality—to align operational delivery with business strategy. Participate in cross-functional forums to troubleshoot challenges, drive process improvements, and ensure unified execution. - Financial & Resource Oversight: Drive commercial performance by managing forecasts, budgets, and staffing plans. Balance service delivery and cost control by accurately overseeing billable hours and resource requirements to meet both short- and long-term goals. - Culture & Compliance: Promote operational best practices and company standards through visible leadership. Foster a positive, inclusive work environment while ensuring consistent resolution of employee relations matters and driving a culture of ownership. What you will need: - 2-3 years in relevant roles, including 2+ years in management, preferably in BPO or contact centers; client-facing operations experience is a plus. - Proven skills in mentoring and developing leaders, managing performance through structured action plans, and leading teams in fast-paced environments. - Strong data analysis capabilities; adept at interpreting trends to enhance processes. Proficient with operational reports and performance metrics; strong Excel/Microsoft Office skills preferred. - Excellent written and verbal skills; able to present effectively to stakeholders and lead client interactions confidently. - Strong relationship-building with clients and support teams. - Effective under pressure; strong organizational skills in deadline-driven environments; flexible schedule to meet business and client needs Unlock a World of Benefits with Concentrix! Join the Concentrix family and enjoy an array of incredible benefits designed to enhance your lifestyle and secure your future: - Great on-site amenities such as, cafeteria area, coffee shop, modern facilities to relax or socialize with colleagues - Comprehensive Pension Plans: Secure your future with our defined contribution pension plans, generously supported by Concentrix to build your retirement savings. - Medical aid or an option to choose medical insurance. - 32 days of annual leave. - Employee Assistance Program (EAP): Get confidential support for emotional, financial, and legal matters, available 24/7. - Group Life Assurance: Enjoy peace of mind with automatic life cover from day one, ensuring financial protection for your loved ones. - Employee Stock Purchase Plan (ESPP): Invest in your future by purchasing Concentrix stock at a discounted rate through payroll deductions. At Concentrix, we are committed to helping our people build rewarding careers. We offer learnerships, professional development programs, and ongoing learning opportunities designed to support your growth. With many opportunities to progress within the business. Apply today and transform customer experiences! 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 is a Disability Confident and equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic. As part of our commitment to the Employment Equity Act and Concentrix South Africa’s Employment Equity Plan, preference will be given to candidates from designated groups in alignment with the Company’s EE Sectoral Targets and Affirmative Action measures. This approach supports our goal of promoting fair representation and diversity within the workplace.

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