Operations Leader — Client Success & Revenue Growth

Concentrix Experts Colombia S.A.S.; Quezon City; Presencial; PHP 600.000 - 1.200.000; Jornada completa

Descripción de la vacante

Concentrix Experts Colombia S.A.S. in the Philippines seeks an Operations Manager I to lead a team of Team Leaders, coach performance, and ensure SLA and financial targets are met.

You will analyze service levels, forecast workload, drive process improvements, and collaborate with client partners to optimize revenue and service delivery. The role emphasizes leadership, engagement, and adherence to company policies in a dynamic BPO environment.

Responsabilidades

• Coach and supervise a group of Team Leaders
• Ensure Client Service Level Agreement and financial targets are achieved
• Analyze and maintain SLAs; forecast and budgeting support as needed
• Select, train, develop, and manage performance of direct reports
• Manage and review operation reports (attendance, client scorecard, metrics)
• Create and maximize relationships with client partners
• Provide leadership to ensure policy adherence and corrective actions
• Conduct regular one-on-ones to review performance
• Foster positive work environment and resolve employee relations issues
• Participate in cross-functional meetings to define action plans
• Attend business reviews with the client
• Handle a team of Team Leaders

Descripción del empleo

Concentrix Experts Colombia S.A.S. in the Philippines seeks an Operations Manager I to lead a team of Team Leaders, coach performance, and ensure SLA and financial targets are met.

You will analyze service levels, forecast workload, drive process improvements, and collaborate with client partners to optimize revenue and service delivery. The role emphasizes leadership, engagement, and adherence to company policies in a dynamic BPO environment.