Job Description

Job Title:


Operations Manager - (Onsite) - Hamilton, ON



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

," "

Best Company Culture

," and "

Best Companies for Career Growth

" awards every year? Then an Operations Manager position at Concentrix is just the right place for you!


As 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 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:

Two to four years

of Progressive Management Experience preferred, either as an Operations Manager or Team Leader. 3-5 Years of experience in a Contact Center/Customer Service environment,

preferably in the Automotive industry

. Experience in managing

complex customer interactions

with a focus on empathy and efficiency 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:

The base salary range for this position is $60,000 to $65,720 Annually, plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program (EAP), registered retirement savings plan, paid time off and holidays, and paid training days. 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."


The deadline to apply for this position is

July 23

, 2025

.

Location:


CAN Hamilton
Language Requirements:


Time Type:


Full time

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