Operations Leader: Client Success & Process Optimization

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

Job summary

Concentrix in Quezon City, Philippines is seeking an experienced Operations Manager to oversee end-to-end service delivery, ensuring SLAs and KPIs are met while aligning with client expectations. You will lead and develop teams, coordinate with stakeholders, and drive performance through data-driven decisions.

The role emphasizes continuous process improvement, accurate reporting, and strong communication within a fast-paced BPO environment to sustain client satisfaction.

Qualifications

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

Responsibilities

• Oversee end-to-end service delivery processes with SLAs and KPIs.
• Lead, mentor, and develop teams with regular performance reviews.
• Act as primary contact for client interactions and manage relationships.
• Identify inefficiencies and drive continuous process improvements.
• Prepare and present operational reports with insights.

Skills

BPO operations management

Leadership

Multitasking in fast-paced env

Data analysis

Stakeholder management

Job description

Concentrix in Quezon City, Philippines is seeking an experienced Operations Manager to oversee end-to-end service delivery, ensuring SLAs and KPIs are met while aligning with client expectations. You will lead and develop teams, coordinate with stakeholders, and drive performance through data-driven decisions.

The role emphasizes continuous process improvement, accurate reporting, and strong communication within a fast-paced BPO environment to sustain client satisfaction.