2025 Delivery Operations GVPAD – Operations Manager

Concentrix Limited Company; Baguio; On-site; PHP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking an Operations Manager for their Telco Sales Accounts. This pivotal role involves coaching Team Leaders, ensuring client service agreements are met, and maximizing revenue generation. You will foster strong relationships with clients while leading a dedicated team in a fast-paced environment. If you thrive under pressure and have a proven track record in management, this is an exciting opportunity to make a significant impact in a dynamic organization.

Qualifications

• 7+ years of experience in operations management, preferably in a call center.
• Proven ability to coach and develop teams for maximum performance.

Responsibilities

• Supervise a team of Team Leaders and ensure performance meets standards.
• Analyze Client Service Level Agreements and implement improvement plans.

Skills

Coaching

Sales Management

Performance Analysis

Client Relationship Management

Communication Skills

Organizational Skills

Problem Solving

Education

Associate's Degree

Job description

2025 Delivery Operations GVPAD – Operations Manager

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Job Title
2025 Delivery Operations GVPAD – Operations Manager

Job Description
This job opening is for the Operations Manager position in Alabang, focusing on Telco Sales Accounts. Only profiles with a sales background will be considered at this time.

The Manager of Operations is responsible for coaching and supervising a team of Team Leaders. This role also ensures that Client Service Level Agreements and financial targets are met.

Essential Functions/Core Responsibilities

1. Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.
2. Maximize revenue generation to meet short-term and long-term financial goals, including data collection for billable/non-billable hours, forecasting, and budgeting.
3. Select, train, develop, and manage the performance of direct reports and their teams; plan and assign work in accordance with organizational policies and legal requirements.
4. Manage and review operational reports such as Attendance adherence, PFP, Client scorecard, and Metrics management reports.
5. Build and maintain strong relationships with client partners.
6. Provide leadership and guidance to direct reports to ensure consistent application of company policies and standards; implement corrective actions when necessary to meet operational performance.
7. Conduct regular one-on-one meetings with direct reports to review individual and team performance, providing ongoing coaching and development.
8. Create a positive work environment through employee engagement and resolve employee relations issues professionally and promptly.
9. Participate in cross-functional meetings with support functions like Training, HR, Quality, WFM, and TA to define action plans that address issues and promote continuous improvement.
10. Implement best practices and strive to exceed client expectations; evaluate staffing needs and adjust accordingly to meet changing requirements.
11. Attend business review meetings with clients.
12. 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 to maximize performance.
• Ability to analyze and improve work processes; establish clear goals and action plans.
• Work effectively under pressure and follow through to completion while maintaining professionalism.
• Excellent written and verbal communication skills; able to present information effectively to internal and external stakeholders.
• Strong organizational and prioritization skills in a fast-paced, deadline-driven environment.
• Ability to mentor, coach, and lead a team of employees.
• Willingness to work a flexible schedule.

Location: PHL Quezon City - Tera Tower, 11th Floor

Language Requirements

Time Type: Full-time

Additional Notes

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