Job Information
Concentrix Operations Manager - Onsite – Hamilton, ON, Canada in Hamilton, Ontario
Job Title:
Operations Manager - Onsite – Hamilton, ON, Canada
Job Description
The Operations Manager II is responsible for coaching and supervising a group of Operations Managers and/or Team Leaders. This position is responsible for building and maintaining client relationships, meeting service level agreements and achieving financial expectations.
A NEW CAREER POWERED BY YOU
Are you looking for a career change with a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging? Would you like to join a company that earns “World’s Best Workplaces (https://www.concentrix.com/about/news/press-release/concentrix-ranked-among-25-worlds-best-workplaces-by-great-place-to-work-and-fortune-magazine/) ,” “ Best Company Culture ,” and “ Best Companies for Career Growth ” awards every year? Then a/an Operations Manager position at Concentrix is just the right place for you!
As a/an Operations Manager, you’ll join an organically diverse team from 70+ countries where ALL members contribute and support each other’s success and well-being, proudly united as “game-changers.” Together, we help the world’s best-known brands power a world that works through exceptional customer experiences and tech-powered innovation. And due to continued growth, we’re looking for more talented game-changers to join our purpose, people as passionate about providing outstanding customer experiences as we are.
CAREER GROWTH AND PERSONAL DEVELOPMENT
This is a great opportunity to reimagine an all-new career journey and develop “friends for life” at the same time. We’ll give you all the training, technologies, and continuing support you’ll need to succeed. Plus, at Concentrix, there’s real career (and personal) growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you’ve always envisioned.
WHAT YOU WILL DO IN THIS ROLE
As a/an Operations Manager, you’ll:
Maintain and grow revenue of program(s); responsible for profitability including revenue, margins, billing, seat utilization and retention.
Ensures program has proficient training, staff development, and effective employee relation/recognition programs
Selecting, training, developing, and managing the 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
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
Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
Ensure that the operations is in compliance with active contracts
Oversee client relationships; facilitate open communications, understand client perspectives/expectations, and monitor client satisfaction
Partnering with Business Development to leverage and expand new business from client(s)
Conduct regular one-on-ones with direct reports to review individual performance, the performance of their teams and offer on-going developmental support
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
Maintain relationships with strategic vendors in order to facilitate open communication, understand changing technologies and stay abreast of industry trends
Participate in opportunity review calls for new business and facilitate site visits from potential clients, keep up to date through trade shows, industry events, and related activities
Host Business reviews on regular basis, communicate the overall objectives within common reports (service reports and Operational Efficiency Reports), ensure that customer, operational and capacity requirements are addressed (i.e. Telecommunications, Information Technology, Legal, HR, Finance, Facilities), hold weekly meetings with all functional leaders and direct reports reviewing site operations, needs, and upcoming events
YOUR QUALIFICATIONS
Your skills, integrity, knowledge, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our Operations Manager role include:
Associate’s degree Preferred with more than ten years of experience (with two to four years of Progressive Management Experience) preferred
Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish specific goals
Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
Demonstrated ability to implement Change; flexibility to quickly adapt to changing business needs
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
Proven 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
Demonstrated ability to take initiative and ownership with focus on continuous improvement
Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
Willingness to work a flexible schedule
WHAT’S IN IT FOR YOU
One of our company’s Culture Beliefs says, “We champion our people.” That’s why we significantly invest in our game-changers, our infrastructure, and our capabilities to ensure long-term success for both our teams and our customers. And we’ll invest in YOU to aid in your career path and in your personal development. In this role, you’ll also be provided with:
Lucrative employee referral bonus opportunities
Company networking opportunities with organized groups in the following topics: Network of Women, Black Professionals, LGBTQ+ Pride, Ability (Disabilities), Dynamic ((Neurodiversity), Women in Tech, OneEarth Champions, and more
Registered Retirement Savings Plan; paid PTO and holidays; medical, dental, and vision insurance; and a comprehensive Employee Assistance Program (EAP)
Health and wellness programs with trained partners to help promote a healthy you
Mentorship programs that support your rewarding career journey
A modern, state-of-the-art office setting with advanced technologies and a great team
Programs and events that support diversity, equity, and inclusion, as well as global citizenship, sustainability, and community support
Celebrations for Concentrix Day, Team Appreciation Day, Customer Service Week, World Clean Up Day, #MyOneEarthPromise, and more
REIMAGINE THE BEST VERSION OF YOU!
If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why over 440,000 game-changers around the globe call Concentrix their “employer of choice.”
Location:
CAN Hamilton
Language Requirements:
Time Type:
Full time
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 (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)