Delivery Operations Lead - KPI, SLA & Escalations

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

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.