Delivery Operations GVPEG 2026

Concentrix; Manila; On-site; PHP 420,000 - 840,000; Full time

Job summary

Concentrix in Manila seeks a Delivery Operations GVPEG 2026 professional to support voice and non-voice customer service in a 24/7 environment. You will act as primary escalation contact, monitor KPIs, and drive process improvements across Level 1 and Level 2 teams.

You will partner with Account Leaders, prepare KPI/SLA/SLO reports, track quality metrics, and provide on-call support as needed. Strong communication and MS Office skills are essential for success in this role.

Qualifications

• Two years of college education completed.
• Excellent verbal and written communication skills.
• Proficient in MS Office (Word, Excel, PowerPoint).

Responsibilities

• Primary escalation contact for Account Leaders, including review of root cause and improvement actions.
• Provide account-specific KPI/SLA/SLO reporting and monitoring.
• Manage account knowledge updates and process changes.
• Track and review account QA objectives and conduct QA calibration meetings as needed.
• Serve as point of contact for Help Desk inquiries by Account Leadership.
• Identify and communicate process improvements; provide trend analyses (e.g., top ten calls).
• Coordinate with Level 2 Resolver Groups for case escalations and knowledge updates.
• Monitor baseline volumes and AHT; support problem management for rejected cases and Sev 1/2 issues.
• Respond to and resolve account-specific customer complaints with documentation and tracking.
• Attend governance meetings and share KPI/SLA/SLO reports and CSAT results.

Skills

Excellent Communication skills

Ability to operate in 24/7 environment

Education

Two years of college education

Graduate

Tools

MS Office

Job description

Job Description:

Job Title

Delivery Operations GVPEG 2026

Job Description

Voice and Non Voice support provided to customers. Our services include Level 1 and Level 2 technical support in a 24 / 7 environment.

Essential Functions/Core Responsibilities

• Primary escalation contact for Account Leaders, such as customer complaint root cause & improvement action plan reviews
• Provide account-specific KPI/SLA/SLO reporting and monitoring
• Provide / process Account Knowledge / Process Updates
• Account-specific Quality Performance (monitor account QA objective and account-specific quality reviews as needed including attending client QA calibration meetings)
• Point of contact for Account Leadership for Help Desk inquiries
• Work with Account Leadership to identify Help Desk process improvements and provide trend analysis as identified/needed (e.g., top ten calls review, etc.)
• Liaison for Level 2 Resolver Groups (e.g., account knowledge updates, case escalations, customer complaint reviews, account process reviews etc.)
• Monitor baseline volumes and AHT
• Account specific problem management (e.g., monitor rejected cases, cases not accepted by Level 2, Sev 1 & 2 monitoring/root cause analysis)
• Respond and/or resolve account-specific customer complaints (e.g. complaint process documentation, complaint case tracking, etc.)
• Attend and participate in account-specific governance meetings, providing KPI/SLA/SLO reports, c-sat results etc. (e.g., monthly & quarterly governance, QPRs etc.)
• Provide on-call, after hours account support as needed
• Provide Level 1 agent testing as needed

Desired Skills

• Must be a Graduate
• Excellent Communication skills
• Knowledge of MS Office

Career Framework Role

Works autonomously within established procedures and practices; seeks guidance in the more complex aspects of the process (extensive latitude for independent judgment). Does not have any outstanding disciplinary, attendance or performance issues. Analyzes process-related problems and suggest possible solutions. Guides and trains junior team member and facilitates their work. Demonstrates mastery of required behaviors/competencies such as the ability to teach/coach other agents and/or support the program by performing data analysis work. Client feedback must be favorable for progression to this level. Opportunity to progress here is dependent on business needs. Call handling tasks may be required as business needs dictate.

Supplemental Geographical Information

UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION

PHILIPPINES

• Minimum of two years of college education. No prior call center experience is required
• Ability to think clearly and can explain simple issues effectively, both written and verbally

INDIA

• Ability to effectively communicate, both written and verbally
• Listen attentively to customer needs and concerns; demonstrate empathy
• Clarify customer requirements; probe for and confirm understanding of requirements or problem
• Confirm customer understanding of the solution and provide additional customer education as needed
• Ability to learn including strong problem solving skills
• Demonstrate strong probing and problem solving skills
• Should be able to handle complex queries
• Should be able to resolve customer queries independently

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.