ACTIVE POOLING: 2026 Delivery Operations GVPAD – Operations Manager

Concentrix Philippines; Quezon City; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Concentrix Philippines in Quezon City is seeking an experienced Delivery Operations Manager to lead Telco Sales Account in Alabang. The role focuses on coaching a team of Team Leaders, ensuring SLA achievement and financial targets while delivering superior client outcomes.

You will oversee performance, conduct regular coaching, manage cross-functional engagement, and drive process improvements. Strong call center background, strategic thinking, and people leadership are essential.

Qualifications

• Associate's Degree in related field and 7+ years of experience; progressive management preferred.
• Call center experience preferred.
• Proven ability to coach, develop action plans, and improve performance.

Responsibilities

• Oversee and coach a group of Team Leaders to meet SLA and financial targets.
• Manage and review operational reports and client scorecards.
• Develop, train, and assess direct reports; plan staff work accordingly.
• Lead cross-functional meetings and drive continuous improvements.
• Build strong client relationships and participate in business reviews.
• Provide leadership to ensure policy adherence and timely corrective actions.
• Foster a positive work environment and resolve employee relations issues.

Skills

Coaching

Leadership

Communication

Performance feedback

Strategic planning

People management

Education

Associate's Degree

Job description

Job Title

2026 Delivery Operations GVPAD – Operations Manager

Job Description

This job ad is for the OM opening in Alabang for Telco Sales Account. Only profiles with Sales background will be processed at this time.

The Mgr Operations is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement 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 reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
• 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
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
• Create and maximize relationships with client partners
• 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
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
• Create a positive work environmentthrough 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
• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
• Attend business reviews with the client
• Handle a team of team leaders

Candidate Profile

• Associate's Degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred
• Call center experience preferred
• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
• 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
• Demonstrated 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
• Willingness to work a flexible schedule

Location

PHL Quezon City - Tera Tower 11th Floor

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