Delivery Operations GVPEG 2026

Concentrix; Quezon City; Vor Ort; PHP 600.000 - 900.000; Vollzeit

Zusammenfassung

Concentrix Quezon City is seeking a Delivery Operations GVPEG 2026 specialist to manage escalation reviews, KPI reporting, and process updates for key accounts. You will collaborate with Account Leaders to improve Help Desk workflows and monitor SLA metrics.

The role requires a Graduate with excellent communication, strong MS Office skills, and the ability to work autonomously within established procedures. It offers on-site work in Manila with opportunities for career progression.

Qualifikationen

• Must be a Graduate with strong communication skills.
• Proficient in MS Office and data reporting.
• Able to work autonomously within procedures and guidelines.
• No outstanding disciplinary or performance issues.

Aufgaben

• Escalation contact for Account Leaders on customer complaints and action plans.
• Provide KPI/SLA/SLO reporting and monitoring for the account.
• Update and process Account Knowledge/Process Updates.
• Lead account QA reviews and participate in calibration meetings.
• Serve as the point of contact for Help Desk inquiries to Account Leadership.
• Identify process improvements and provide trend analyses for the Help Desk.
• Coordinate with Level 2 Resolver Groups for escalations and reviews.
• Monitor volumes, AHT, and root cause analysis for issues.
• Respond to and resolve account-specific customer complaints.
• Attend governance meetings and report KPI/SLA/C-SAT results.
• Provide on-call after-hours support and Level 1 agent testing as needed.

Kenntnisse

Excellent communication

Graduate

MS Office

Independent worker

Ausbildung

Bachelor's degree

Jobbeschreibung

Job Title: Delivery Operations GVPEG 2026 Job Description

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

• PHILIPPINES: Minimum of two years of college education. No prior call center experience is required
• PHILIPPINES: Ability to think clearly and can explain simple issues effectively, both written and verbally
• INDIA: Ability to effectively communicate, both written and verbally
• INDIA: Listen attentively to customer needs and concerns; demonstrate empathy
• INDIA: Clarify customer requirements; probe for and confirm understanding of requirements or problem
• INDIA: Confirm customer understanding of the solution and provide additional customer education as needed
• INDIA: Ability to learn including strong problem solving skills
• INDIA: Demonstrate strong probing and problem solving skills
• INDIA: Should be able to handle complex queries
• INDIA: 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.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.

Location: PHL Quezon City - Tera Tower 16th Floor

Language Requirements: Time Type: If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents

Mission

Hi, we're Concentrix. We're a global technology and services leader that powers the brands of the future. We help well-known brands - the ones you use every day - improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we're so much more. Human-centered, tech-powered, intelligence fuelled. Every day we're busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it's... designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We've got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We're the strategic thinkers who design brand-defining experiences. The technologists & engineers who build smarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix.