Job Recruitment at Concentrix Limited Company
POSITION: Operations Manager I
Position Overview
The Operations Manager I oversees and guides a team of Team Leaders. This role is also accountable for meeting the Client Service Level Agreement and financial targets.
Because of remarkable growth, we’re looking for Leaders who are enthusiastic about delivering outstanding client and customer service to become part of our Operations Team at our Contact Centre located in Accra City Centre!
To succeed in this position, you need to be willing to fully commit to both day and night shifts from Monday to Sunday.
Key Duties/Core Responsibilities
- Evaluate and uphold all Client Service Level Agreements; execute enhancement strategies when necessary.
- Enhance income production to achieve both long-term and short-term financial objectives (e.g., gathering data for billable/non-billable hours, projections, financial planning, etc.)
- Choosing, training, developing, and overseeing the performance of direct reports and their team members, which involves organizing and allocating tasks for employees in line with the organization’s policies and relevant legal standards.
- Oversee and evaluate operational documents (Attendance compliance, PFP, Client scorecard, Metrics management documents)
- Establish and enhance connections with client partners
- Offer direction and support to team members to guarantee uniform application of company policies and standards; identify and execute any necessary corrective measures to achieve operational performance.
- Hold regular one-on-ones with direct reports to assess individual performance, evaluate their team’s performance, and provide continuous developmental coaching.
- Foster a constructive workplace by promoting employee involvement; address employee relationship concerns efficiently and professionally.
- Engage in cross-functional meetings to assess data provided by operational support areas – Training, HR, Quality, WFM, TA – and collaborate to establish action plans that address problems and promote ongoing improvement.
- Apply optimal practices and exceed client expectations, ensure steady performance, assess staffing requirements in collaboration with BD and Client, and make modifications to adapt to evolving needs.
- Participate in client business reviews
- Manage a group of team leaders
Profile of Candidate
- Preferred: Associate’s Degree in a relevant field and over seven years of experience, including a minimum of two years in Progressive Management Experience.
- Experience in a call center is preferred.
- Proven skill in coaching and creating action plans that enhance performance and deliver constructive feedback.
- Proven capability to evaluate and enhance work procedures; set a strategy for oneself and others to achieve a defined objective.
- Perform effectively under stress and ensure tasks are completed while retaining a professional attitude.
- Outstanding communication abilities, in both spoken and written forms. Skill in efficiently conveying information to both internal and external stakeholders.
- Proven capability to manage and prioritize projects in a rapid and deadline-driven business setting.
- Proven skill in guiding, training, and leading a group of staff members.
- Openness to working a varied schedule
How to Apply For This Job Recruitment at Concentrix Limited Company
Closing Date: 26th October 2025
NOTE:
It is important to keep in mind that employers receive many applications for each job posting and will only select the most qualified candidates. Furthermore, NewsNowGh does not have any influence over the decisions made by employers/recruiters. As a result, we cannot guarantee that sending applications will lead to candidates being shortlisted or selected for a particular position.
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