Job Title: Operations Manager I Job Description The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position ensures Client Service Level Agreements and financial expectations are achieved. Essential Functions/Core Responsibilities Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed Maximize revenue generation to meet short and long-term financial goals (e.g., data collection for billable/non-billable hours, forecasting, budgeting) Select, train, develop, and manage performance of direct reports and their teams; plan and assign work according to organizational policies and legal requirements Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports) Build and maintain relationships with client partners Provide leadership and guidance to direct reports to ensure consistent application of company policies and standards; implement corrective actions as needed Conduct regular one-on-one meetings with direct reports to review performance and provide developmental coaching Create a positive work environment through employee engagement; address employee relations issues professionally and promptly Participate in cross-functional meetings with Training, HR, Quality, WFM, TA to define action plans that resolve issues and promote continuous improvement Implement best practices, over-deliver for clients, drive performance, and adjust staffing based on input from Business Development and Clients Attend business review meetings with clients Manage a team of Team Leaders Candidate Profile Associate's Degree in a related field with over seven years of experience, including at least two years in progressive management roles (preferred) Call center experience (preferred) Proven ability to coach, develop action plans, and provide effective feedback Ability to analyze and improve work processes and set actionable goals Ability to work under pressure and follow through to completion while maintaining professionalism Excellent written and verbal communication skills; capable of effectively presenting information Strong organizational and prioritization skills in a fast-paced environment Experience mentoring and coaching teams Willingness to work flexible hours Career Framework Role Manages professional employees and/or supervisors, overseeing large, complex technical or support teams. Responsible for team performance and results, resource management, and operational challenges. Guided by policies, procedures, and strategic goals, providing technical guidance and accountability for costs, strategies, and personnel. Disclaimer The above statements describe the general nature and level of work performed by individuals in this role. They are not an exhaustive list of all responsibilities, duties, and skills required. Concentrix is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, veteran status, disability, or any other protected characteristic. Location: COL Medellin - Fabricato - Cra. 50 #38a-185, Rincon Santos, Bello, Antioquia Language Requirements: English 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 #J-18808-Ljbffr