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About the Role

Join a world-class team in Austin, TX, as an Operations Manager! This position is responsible for coaching and supervising Team Leaders and/or Operations Managers, building and maintaining Client relationships, meeting service level agreements, and achieving financial expectations.

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
• Selecting, training, developing, and managing performance of direct reports and their associates
• Manage and review operational reports
• Create and maximize relationships with Client partners
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards
• Conduct regular one-on-ones with direct reports to review individual performance and offer developmental coaching
• Create a positive work environment through employee engagement; resolve employee relation issues
• Participate in cross functional meetings to review information and partner to define action plans
• Implement best practices and over-deliver for Clients, drive consistent performance, evaluate staffing needs, and adjust to meet changing requirements
• Attend regular and ad hoc business reviews with the Client

Requirements

• 18 Years of age or older with a completed High School Diploma or GED
• English language proficiency/fluency tests will be administered to all successful applicants where C1 proficiency will be required
• Associate's Degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) – Preferred
• Demonstrated progressive leadership experience in Contact Centers - 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
• Must reside in the United States and have a valid U.S. address for residence
• In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position.

Skills

• Coaching
• Supervising
• Client Relationship Management
• Service Level Agreement Management
• Financial Acumen
• Performance Management
• Operational Reporting
• Employee Engagement
• Conflict Resolution
• Cross-functional Collaboration
• Best Practice Implementation
• Staffing Evaluation
• Business Review Participation
• Communication (Written and Verbal)
• Presentation Skills
• Project Organization and Prioritization
• Mentoring

Location

• Austin, TX
• Onsite

Work Type

• Onsite
• Full time

Experience Level

• More than seven years of experience (with at least two years of Progressive Management Experience)
• Demonstrated progressive leadership experience in Contact Centers

Education Level

• High School Diploma or GED
• Associate's Degree in related field

Salary/Compensations

• $65,700.00 to $70,000.00 Annually, plus incentives

Benefits

• Medical, dental, and vision insurance
• Comprehensive employee assistance program (EAP)
• 401(k) retirement plan
• Paid time off
• Holidays
• Paid training
• Lucrative employee referral program
• DailyPay enrollment option
• Health and wellness programs
• Mentorship programs
• Modern, state-of-the-art office setting
• Programs and events that support inclusion and belonging, as well as global citizenship, sustainability, and community support
• Company networking opportunities

About the Company

• Concentrix is a global technology and services leader that powers the brands of the future.
• We help well-known brands improve their businesses with technology and integrated solutions, in over 70 countries.
• We are a Fortune 500 company that earns “World’s Best Workplaces,” “Best Company Culture,” and “Best Companies for Career Growth” awards every year.
• We nurture a true people-first, inclusive culture and a genuine sense of belonging.
• We serve as the intelligent transformation partner for the world’s best-known brands, delivering exceptional customer experiences with tech-powered innovation.
• We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale.
• Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.

Equal Opportunity

• Concentrix is an equal opportunity and affirmative action (EEO-AA) employer.
• We promote equal opportunity to all qualified individuals and do not discriminate in any phase of the employment process based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy or related condition, disability, status as a protected veteran, or any other basis protected by law.
• Concentrix welcomes and encourages applications from candidates with disabilities and is committed to providing an inclusive recruitment process.
• As part of our recruitment process, we may use artificial intelligence (AI) tools to assist in the screening and/or assessment of job applicants.