Delivery Operations GVPEG 2026

Concentrix; Quezon City; On-site; PHP 279,000 - 390,600; Full time

Job summary

Concentrix is seeking a Delivery Operations specialist in Quezon City, Philippines. This role entails providing voice and non-voice support to customers, including Level 1 and Level 2 technical assistance. The ideal candidate will manage customer complaints, offer KPI reports, and work closely with account leadership for process improvements. A minimum of two years of college education is required along with strong communication skills. The position allows for career progression based on performance and business needs.

Qualifications

• Graduate with excellent communication skills.
• Ability to think clearly and explain simple issues effectively.
• Experience in a call center is not required but beneficial.

Responsibilities

• Primary escalation contact for Account Leaders.
• Provide account-specific KPI/SLA/SLO reporting.
• Respond and resolve account-specific customer complaints.

Skills

Excellent Communication skills

Knowledge of MS Office

Problem-solving skills

Ability to handle complex queries

Education

Minimum of two years of college education

Job description

Job Title: Delivery Operations GVPEG 2026

Overview: 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 suggests possible solutions. Guides and trains junior team members 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

Recruiter Enter The Applicable Language

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.