{"id":2229228,"url":"https://alion.io/job/concentrix-operations-manager-8","title":"Operations Manager","company":{"id":84,"name":"Concentrix","domain":"concentrix.com","url":"https://alion.io/company/concentrix","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":71,"open_postings":1178,"ghost_share":0.571,"stale_share":0,"repost_share":0.008,"time_to_fill_p50_days":14,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mumbai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":10500,"max_usd":28000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":17},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HIPAA","optional":false},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-10-10T18:07:47Z","employer_posted_date":"2026-10-10","last_verified_at":"2026-10-12T09:10:34Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":1},"description":"Job Title:\nOperations ManagerJob Description\nThe 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.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-proof their business and stay ahead of the competition and customer expectations.\nKey Responsibilities\n1. Operations & Floor Management\nOversee daily operations of the health insurance telesales floor to ensure high call connectivity, low drop rates, and optimal agent utilization.\nMonitor real-time queue metrics, call flows, and conversion dashboards to meet daily, weekly, and monthly sales quotas.\nManage dialer infrastructure, CRM routing, and lead-allocation rules in partnership with the IT and tech support teams.\n2. Managership & Coaching\nLead, mentor, and evaluate a team of Telesales Team Leader and Health Insurance Sales Representatives.\nConduct regular call listening, pitch evaluations, and 1-on-1 coaching sessions to improve objection handling and product pitching.\nDrive employee engagement, manage shift rosters, control attrition, and conduct regular training on new health insurance policies and riders.\n3. Compliance & Quality Assurance\nEnsure all sales pitches, policy explanations, and customer disclosures strictly comply with regulatory guidelines (e.g., IRDAI norms, HIPAA/data privacy protocols).\nPartner with the Quality Assurance (QA) and Risk/Compliance teams to audit recorded calls and resolve customer escalations or grievance reports.\n4. Performance Analytics & Reporting\nTrack key performance indicators (KPIs) including AHT (Average Handle Time), conversion rate, First-Call Resolution (FCR), cost per acquisition (CPA), and overall Gross Written Premium (GWP).\nPrepare daily, weekly, and executive reporting on sales pipeline health, campaign performance, and target vs. actual variances.\nQualifications & Requirements\nEducation: Graduation in any stream is preferred, Bachelor’s degree in Business Administration, Healthcare Management, Finance, or a related field; MBA or health insurance certification is a plus.\nExperience:Minimum of 5+ years of experience in Telesales or call center operations, with at least 2-3 years in a Manager/operations role.\nPreferrable IRDAI certified not a mandate\nDeep domain knowledge of General /health insurance products, underwriting criteria, claims assistance, and medical-history disclosures.\n\n Skills & Technical Proficiency:Strong proficiency in CRM software (e.g., Salesforce, Zoho, LeadSquared) and predictive dialer systems.\nAdvanced data analysis skills (Excel, SQL, or BI reporting tools).\nIn-depth understanding of insurance regulatory compliance.\nExceptional problem-solving, communication, and crisis-management skills under pressure.\n\nDisclaimers:-\n· 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.\n· '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 letter head with authentic signatures of appropriate Concentrix authorities.\nLocation:\nIND Mumbai - Symphony IT Park - Mumbai02Language Requirements:\nTime Type:\nFull time","description_format":"text","description_chars":3768,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Health insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-10-10T18:07:47Z"}],"visa":[],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.602,"p_room":1,"age_days":1,"expected_fill_days":14,"reasons":["conf:3","stale_co","win:early","comp:brand"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/concentrix-operations-manager-8","json_url":"https://alion.io/job/concentrix-operations-manager-8.json","meta":{"generated_at":"2026-10-12T10:59:12Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16931,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":84},"rest":"https://alion.io/mcp/rest/get_company?id=84"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fconcentrix-operations-manager-8"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fconcentrix-operations-manager-8"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fconcentrix-operations-manager-8"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/concentrix-operations-manager-8\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fconcentrix-operations-manager-8"}]}