Operations Leader — Client Success & Process Excellence

Concentrix; Quezon City; On-site; PHP 700,000 - 900,000; Full time

Job summary

Concentrix is seeking an experienced operations leader in the Philippines to drive performance of client services teams anchored in Quezon City. You will guide coaching, development, and adherence to SLAs while ensuring client satisfaction through structured action plans.

The role emphasizes coaching, process optimization, cross-functional collaboration with Training, HR, Quality, WFM, and TA to deliver consistent results and a positive work environment.

Qualifications

• Associate's Degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred.
• Call center experience preferred.
• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback.
• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal.
• Work well under pressure and follow through on items to completion while maintaining professional demeanor.
• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates.
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.
• Demonstrated ability to mentor, coach and provide direction to a team of employees.
• Willingness to work a flexible schedule.

Responsibilities

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.
• Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.).
• Select, training, developing, and managing performance of direct reports and their associates; plan and assign work for staff according to policies and legal requirements.
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports).
• Create and maximize relationships with client partners.
• Provide leadership to direct reports to ensure consistent administration of company policies and standards; define and implement corrective actions needed to meet operational performance.
• Conduct regular one-on-ones with direct reports to review performance and provide coaching.
• Create a positive work environment through employee engagement; resolve employee relation issues professionally.
• Participate in cross functional meetings to define action plans that resolve issues and drive continuous improvement.
• Implement best practices and over-deliver for clients, drive performance, adjust staffing to meet changing requirements.
• Attend business reviews with the client.
• Handle a team of team leaders.

Skills

Leadership

Coaching & development

Communication

Process improvement

Prioritization

Mentoring

Flexibility

Education

Associate's Degree

Job description

Concentrix is seeking an experienced operations leader in the Philippines to drive performance of client services teams anchored in Quezon City. You will guide coaching, development, and adherence to SLAs while ensuring client satisfaction through structured action plans.

The role emphasizes coaching, process optimization, cross-functional collaboration with Training, HR, Quality, WFM, and TA to deliver consistent results and a positive work environment.