Delivery Operations & KPI Lead

Concentrix; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Excellent communication

Graduate

MS Office

Independent worker

Education

Bachelor's degree

Job description

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.