{"id":2268178,"url":"https://alion.io/job/concentrix-operations-manager-i-12","title":"Operations Manager I","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":["Kolkata, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":11000,"max_usd":30000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":17},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-06T00:00:00Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-12T20:39:14Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":6},"description":"Job Title:\nOperations Manager IJob Description\nROLE: Operations Manager IDESIGNATION: Operations Manager I\nLOCATION: Kolkata\nYEARS OF EXPERIENCE: 8years\nConcentrix 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.\nRole and Key Responsibilities:-\n1. Operations & Service Delivery Management\n SLA & KPI Ownership: Oversee day-to-day BPO operational workflows to meet and exceed client-defined KPIs and SLAs (e.g., CSAT, FCR, AHT, Service Levels).\nPerformance Monitoring: Review operational metrics daily, weekly, and monthly to proactively identify business trends and take immediate corrective/preventive actions.\n Resource Planning: Work closely with the Workforce Management (WFM) team for capacity planning, volume forecasting, and optimal agent scheduling.\nRisk & Deficit Mitigation: Manage business continuity planning, minimize shrinkage, control attrition, and drive process excellence.\n2. Client & Stakeholder Management\nClient Communication: Lead daily, weekly, and monthly operational reviews with external international clients and internal stakeholders.\nEscalation Handling: Act as the primary point of contact for high-level client escalations, providing rapid and strategic issue resolution.\nExpectation Management: Align internal operational targets with client expectations and spot opportunities for organic business growth.\n3. Leadership & People Development\nTeam Development: Lead, mentor, and coach Team Leaders, Quality Analysts, and frontline agents to build a high-performing production workforce.\n Goal Setting: Set Key Result Areas (KRAs) for direct reports and execute performance appraisal cycles.\nRetention Strategies: Drive cross-functional employee engagement initiatives to control attrition and improve morale.\nKey Skills and knowledge -\nDomain Expertise: Proven track record of managing US, UK, or global geographies across voice, web chat, or back-office processes.\n Technical Proficiency: Strong command over MS Office (Excel, PowerPoint), CRM systems, telephony applications, and analytical metrics platforms.\nCommunication Skills: Near-native, expert-level English verbal and written communication skills.\nFlexibility: Absolute willingness to operate in a 24x7 rotational shift matrix matching overseas time zones.\nEducation Qualification: Graduate - mandatory\nDisclaimer: -\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 Kolkata - DLF IT, Tower A, 3rd FlrLanguage Requirements:\nTime Type:\nFull time","description_format":"text","description_chars":3025,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-10-11T07:14:19Z"}],"visa":[],"liveness":{"score":51,"band":"ok","label":"Likely open","p_open":1,"p_active":0.567,"p_room":0.9,"age_days":6,"expected_fill_days":14,"reasons":["conf:3","stale_co","win:mid","comp:brand"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/concentrix-operations-manager-i-12","json_url":"https://alion.io/job/concentrix-operations-manager-i-12.json","meta":{"generated_at":"2026-10-13T01:00:12Z","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":1467,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"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-i-12"},{"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-i-12"},{"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-i-12"},{"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-i-12\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fconcentrix-operations-manager-i-12"}]}