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Operations Manager at Concentrix with over 3 years in Customer Service and Team Leadership
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Competencies
Proven ability to lead large teams, fostering collaboration, motivation, and high performance.
Skilled in designing, executing, and optimizing operational processes to meet organizational goals.
Experienced in managing client escalations and requests to ensure satisfaction and retention.
Capable of planning and executing projects aligned with quarterly and monthly targets.
Education
Languages
Summary
Results-driven Operations Manager with over 3 years of experience at Concentrix, specializing in team leadership, client relations, and operational excellence. Skilled in managing large teams, handling escalations, and implementing strategic initiatives to improve performance and retention.
Key Achievements
- Led teams of up to 750 members, ensuring operational excellence and alignment with company values.
- Developed action plans to improve personnel retention and leadership development, enhancing team stability.
- Successfully managed client escalations and requests, maintaining high customer satisfaction levels.
- Implemented team management strategies that improved performance metrics across multiple departments.
Experience
Operations Manager
Managed teams of up to 750 people, in accordance to Operations needs, aligned with company values and culture.. Handled Client escalations and requests through weekly meetings and follow up.. Designed Operational strategies for accomplishing goals in a short, middle and long term, using SCRUM methodology as the main framework for project management.. Executed high level performance management actions in a team effort with multiple company channels, minimizing legal repercussion and optimizing program results.
Operations Coordinator
Managed teams of up to 120 people, in accordance to Operations needs and focusing on quarterly goals.. Executed action plans that aimed to retain personnel and develop the leadership team.. Accomplished the successful launch of one new line of business for the program.. Improved the communication efforts between front line workers and the leadership/management team.
Team Leader
Managed teams of up to 15 people, in accordance to Operations needs and focusing on monthly goals.. Developed and supervised frontline workers, prioritizing the skill transfer methodologies and adapting to the program ever changing needs.. Documented developmental and corrective actions in order to comply with legal and company policies for team management.