Job Vacancy at Concentrix Limited Company
Position Title: Manager of Operations
Position Overview
The Operations Manager is tasked with mentoring and overseeing a team of Team Leaders. This role is also tasked with ensuring that the Client Service Level Agreement and financial goals are met.
Owing to remarkable expansion, we are 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 fully flexible to work both day and night shifts, from Monday to Sunday.
Key Duties/Core Responsibilities
- Evaluate and uphold all Client Service Level Agreements; execute enhancement plans when necessary.
- Optimize revenue creation to achieve both short and long-term financial objectives (e.g., gathering data for billable/non-billable hours, predicting, budgeting, etc.)
- Choosing, training, enhancing, and overseeing the performance of direct reports and their team members; this includes organizing and distributing tasks for personnel in line with the organization’s guidelines and relevant legal standards.
- Oversee and evaluate operational reports (Attendance compliance, PFP, Client dashboard, Metrics oversight reports)
- Build and enhance connections with client partners
- Offer leadership and direction to direct reports to guarantee uniform application of company policies and standards; establish and execute any necessary corrective measures to achieve operational performance.
- Hold regular one-on-one meetings with direct reports to evaluate personal performance, assess team performance, and provide continuous developmental coaching.
- Foster a supportive workplace by engaging employees; address employee relations issues promptly and professionally.
- Engage in cross-functional meetings to evaluate input from operational support areas – Training, HR, Quality, WFM, TA – and collaborate to establish action plans that address issues and promote ongoing enhancement.
Candidate Profile
- Preferred is an Associate’s Degree in a related area along with over seven years of experience (including a minimum of two years of Progressive Management Experience)
- Preferred experience in a call centre
- Proven skill in mentoring and creating action strategies that enhance performance and deliver constructive feedback.
- Apply best practices and exceed client expectations, ensure consistent performance, assess staffing requirements with input from BD and Client, and make necessary adjustments to adapt to evolving needs.
- Participate in business evaluations with the client
- Manage a group of team leaders
- Proven capacity to assess and enhance workflows; devise a plan of action for oneself and others to achieve a particular objective.
- Perform effectively under pressure and ensure tasks are completed while upholding a professional attitude.
- Outstanding ability to communicate effectively in writing and speech. Capacity to successfully convey information to both internal and external partners.
- Proven capability to arrange and prioritize tasks in a dynamic and deadline-driven work environment.
- Proven capacity to guide, train, and offer support to a group of staff members.
- Readiness to adapt to a variable timetable
Concentrix is an employer that offers equal chances to all. We are proudly united as a single team, one organization, worldwide. We are dedicated to providing equal job opportunities for every applicant and a workplace that is devoid of discrimination and harassment. Our hiring processes are rooted in business necessities, position criteria, and professional qualifications, without consideration of race, age, gender identity, sexual orientation, religion, ethnicity, familial or parental status, national origin, disability, or any other category safeguarded by relevant national laws
How to Apply For Job at Concentrix Limited Company
Closing Date: 29 August 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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