Delivery Operations Lead, BPO Excellence

Concentrix; Quezon City; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Concentrix in Quezon City is seeking an experienced Delivery Operations Leader to oversee end-to-end service delivery, ensuring SLA/KPI targets and high-quality client experiences. You will manage resources, coach teams, and drive continuous improvements in a fast-paced BPO setting.

The role focuses on leadership, process optimization, data-driven reporting, and strong client/stakeholder collaboration to achieve operational goals and customer satisfaction at scale.

Qualifications

• Proven experience in a BPO or related industry with focus on operations management.
• Strong leadership, organizational, and communication skills.
• Ability to manage multiple priorities and work in a fast-paced environment.
• Proficiency in data analysis, reporting, and operational tools.
• Experience in client and stakeholder management.

Responsibilities

• Oversee end-to-end service delivery processes ensuring SLAs and KPIs are met.
• Lead, mentor, and develop teams to maximize performance and growth.
• Serve as primary client contact and manage stakeholder relationships.
• Identify inefficiencies and implement process improvements.
• Prepare and present operational reports with actionable insights.

Skills

BPO operations

Leadership

Communication

Multi-tasking

Data analysis

Stakeholder management

Job description

Concentrix in Quezon City is seeking an experienced Delivery Operations Leader to oversee end-to-end service delivery, ensuring SLA/KPI targets and high-quality client experiences. You will manage resources, coach teams, and drive continuous improvements in a fast-paced BPO setting.

The role focuses on leadership, process optimization, data-driven reporting, and strong client/stakeholder collaboration to achieve operational goals and customer satisfaction at scale.