Active Pooling: Operations Manager (Collections experience)

Concentrix; Quezon City; On-site; PHP 700,000 - 900,000; Full time

Job summary

Concentrix is seeking an experienced operations leader in the Philippines to drive performance of client services teams anchored in Quezon City. You will guide coaching, development, and adherence to SLAs while ensuring client satisfaction through structured action plans.

The role emphasizes coaching, process optimization, cross-functional collaboration with Training, HR, Quality, WFM, and TA to deliver consistent results and a positive work environment.

Qualifications

• 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.

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.).
• Select, training, developing, and managing performance of direct reports and their associates; plan and assign work for staff according to policies and legal requirements.
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports).
• Create and maximize relationships with client partners.
• Provide leadership to direct reports to ensure consistent administration of company policies and standards; define and implement corrective actions needed to meet operational performance.
• Conduct regular one-on-ones with direct reports to review performance and provide coaching.
• Create a positive work environment through employee engagement; resolve employee relation issues professionally.
• Participate in cross functional meetings to define action plans that resolve issues and drive continuous improvement.
• Implement best practices and over-deliver for clients, drive performance, adjust staffing to meet changing requirements.
• Attend business reviews with the client.
• Handle a team of team leaders.

Skills

Leadership

Coaching & development

Communication

Process improvement

Prioritization

Mentoring

Flexibility

Education

Associate's Degree

Job description

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

Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges.Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies and employees.