Delivery Operations Specialist: 24/7 Support & KPI Governance

Concentrix Philippines; Quezon City; Presencial; PHP 223.000 - 469.000; Jornada completa

Descripción de la vacante

Concentrix Philippines is hiring for Delivery Operations GVPEG 2026 to provide Voice and Non-Voice support in a 24/7 environment, handling Level 1 and Level 2 technical inquiries and coordinating with Account Leaders.

You will manage account-specific KPI/SLA/SLO reporting, updates, and governance meetings while acting as the primary liaison for Help Desk inquiries and driving process improvements with trend analysis.

Formación

• Must be a Graduate.
• Excellent communication skills.
• Knowledge of MS Office.

Responsabilidades

• 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.
• 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

Conocimientos

Excellent Communication skills

Knowledge of MS Office

Educación

Two years of college education

Graduate

Herramientas

MS Office Suite

Descripción del empleo

Concentrix Philippines is hiring for Delivery Operations GVPEG 2026 to provide Voice and Non-Voice support in a 24/7 environment, handling Level 1 and Level 2 technical inquiries and coordinating with Account Leaders.

You will manage account-specific KPI/SLA/SLO reporting, updates, and governance meetings while acting as the primary liaison for Help Desk inquiries and driving process improvements with trend analysis.