Operations Leader: Drive Client Success & Growth

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

Job summary

Concentrix is seeking an Operations Manager I to coach and supervise a group of Team Leaders, ensuring client service levels and financial targets are met.

You will analyze SLAs, drive revenue, train and manage performance, review metrics, and partner with client teams to implement improvements.

The role requires strong leadership, communication, and ability to work under pressure in a fast-paced contact center environment.

Qualifications

• Coaching and developing action plans to maximize performance.
• Strong communication skills, written and verbal.
• Ability to analyze and improve work processes under pressure.
• Proven track record of leading teams in a fast-paced environment.

Responsibilities

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
• Maximize revenue generation to reach financial projects (data collection for billable hours, forecasting, budgeting)
• Select, train, develop, and manage performance of direct reports; plan and assign work
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics reports)
• Create and maximize relationships with client partners
• Provide leadership to ensure policy compliance and corrective actions as needed
• Conduct regular one-on-ones to review performance and provide coaching
• Create a positive work environment through employee engagement and timely issue resolution
• Participate in cross-functional meetings to define action plans and drive improvement
• Implement best practices, over-deliver for clients, and adjust staffing to meet needs
• Attend business reviews with the client
• Handle a team of team leaders

Skills

Team leadership

Coaching

SLA analysis

Performance mgmt

Communication

Education

Associate's degree or equivalent

Job description

Concentrix is seeking an Operations Manager I to coach and supervise a group of Team Leaders, ensuring client service levels and financial targets are met.

You will analyze SLAs, drive revenue, train and manage performance, review metrics, and partner with client teams to implement improvements.

The role requires strong leadership, communication, and ability to work under pressure in a fast-paced contact center environment.