Cebu Operations Manager - Team Leadership & Growth

Concentrix Philippines; Cebu City; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Concentrix Philippines in Cebu City is seeking an Operations Manager I to coach and supervise a group of Team Leaders, ensuring the Client Service Level Agreement and financial targets are achieved. You will lead performance, coaching, and development initiatives across the team.

The role involves managing SLAs, driving revenue, and collaborating with cross-functional teams to optimize processes, staffing, and client relations. A strong track record in contact center leadership is preferred.

Qualifications

• Ability to coach and develop action plans to maximise performance.
• Strong analytical skills to review processes and drive improvements.
• Excellent written and verbal communication to internal and external stakeholders.
• Proven ability to organize and prioritize projects in a fast-paced environment.

Responsibilities

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.
• Maximize revenue generation to reach financial targets (data collection for billable/non-billable hours, forecasting, budgeting).
• Select, train and manage performance of direct reports; plan and assign work per policies.
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics reports).
• Create and maximize relationships with client partners.
• Provide leadership to ensure policy adherence and implement corrective actions to meet performance.
• Conduct regular one-on-ones to review performance and provide coaching.
• Foster a positive work environment and resolve employee relations issues.
• Participate in cross-functional meetings to define action plans with Training, HR, Quality, WFM, TA.
• Implement best practices and over-deliver for clients, adjust staffing with input from BD and Client.
• Attend business reviews with the client.
• Handle a team of team leaders.

Skills

Coaching & development

Team leadership

Communication

Performance management

Analytical thinking

Flexibility

Education

Associate's Degree in related field

Job description

Concentrix Philippines in Cebu City is seeking an Operations Manager I to coach and supervise a group of Team Leaders, ensuring the Client Service Level Agreement and financial targets are achieved. You will lead performance, coaching, and development initiatives across the team.

The role involves managing SLAs, driving revenue, and collaborating with cross-functional teams to optimize processes, staffing, and client relations. A strong track record in contact center leadership is preferred.