Vacant Jobs at Concentrix

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.

Essential Functions/Core Responsibilities 

• 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 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 communications, 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

Candidate Profile 

• 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

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Job Description

Key Responsibilities:

Deliver one-on-one and group coaching sessions focused on:

• Sales techniques (consultative selling, objection handling, closing)
• Product knowledge and system navigation

Customer engagement and compliance

• Monitor live or recorded calls to evaluate agent performance against KPIs and quality benchmarks
• Identify performance gaps and develop tailored coaching and development plans
• Collaborate with Team Leaders and QA Analysts to ensure a unified coaching approach
• Facilitate daily/weekly motivational huddles, performance insights, and quick refreshers
• Track and report on coaching effectiveness and improvements in agent performance
• Support onboarding and continuous upskilling of new and existing sales staff
• Drive a high-performance culture through best practice sharing and recognition
• Ensure adherence to compliance, regulatory, and business standards
• Analyze performance data to identify trends and opportunities for intervention
• Conduct regular floor support, side-by-sides, or shadowing sessions
• Contribute to the creation and refinement of training materials and documentation

Skills and Competencies:

• In-depth knowledge of sales strategies and customer psychology
• Exceptional communication, interpersonal, and motivational skills
• Proven ability to coach and develop others in a fast-paced sales environment
• Strong analytical and data interpretation skills
• High emotional intelligence and adaptability
• Effective time management and organizational skills
• Confident in delivering presentations and facilitating training
• Proficiency in CRM systems, call monitoring platforms, and Microsoft Office

Minimum Requirements:

• Matric (Grade 12) – Essential
• Minimum 5 years’ proven experience in a high-performance sales environment, including at least 2 years in a contact centre sales role and 1 year in a coaching, QA, or leadership capacity within a sales teamExperience working in a target-driven and customer-centric environment
• Demonstrated ability to influence sales outcomes through coaching and development initiatives
• Proficiency in CRM systems, sales enablement platforms, call tracking tools, and Microsoft Office
• Sales coaching certification or relevant training qualification – Advantageous

Key Performance Indicators (KPIs):

• % improvement in sales conversions post-coaching
• Target achievement and performance uplift of coached agents
• Coaching session completion rates
• Improvement in Quality Assurance (QA) scores
• Decrease in compliance or regulatory breaches
• Retention of agents within coached groups