Operations Leader: Drive SLAs, Revenue & Team Growth

Concentrix; Bacolod; Presencial; PHP 700.000 - 1.000.000; Jornada completa

Descripción de la vacante

Concentrix Philippines is seeking an Operations Manager to lead a team of Team Leaders, coaching and supervising to meet service levels and financial targets. You will analyze SLAs, forecast, budget, and drive improvements across processes and staffing, partnering with client and internal teams to deliver consistent performance.

You will conduct regular one-on-ones, provide developmental coaching, and ensure adherence to company policies while building a positive work environment.

Formación

• Associate's Degree in related field with 2–3+ years of progressive management experience preferred.
• Call center or client services background preferred.
• Proven ability to coach, develop action plans, and provide effective feedback.
• Strong analytical skills to improve processes and meet goals.

Responsabilidades

• Analyze and maintain all Client SLAs; implement improvement plans as needed.
• Maximize revenue generation through forecasting and budgeting activities.
• Select, train, and manage performance of direct reports and staff.
• Review operational reports and metrics; adjust staffing as needed.
• Lead client relationships and attend business reviews with the client.
• Conduct regular one-on-ones to review performance and coach developers.
• Create a positive work environment and resolve employee relations issues promptly.
• Participate in cross-functional meetings to drive continuous improvement.
• Implement best practices and adjust staffing to meet changing requirements.

Conocimientos

Leadership

Coaching & development

Analytics & process improvement

Communication

Forecasting & budgeting

Educación

Associate's Degree

Herramientas

Reporting dashboards

Descripción del empleo

Concentrix Philippines is seeking an Operations Manager to lead a team of Team Leaders, coaching and supervising to meet service levels and financial targets. You will analyze SLAs, forecast, budget, and drive improvements across processes and staffing, partnering with client and internal teams to deliver consistent performance.

You will conduct regular one-on-ones, provide developmental coaching, and ensure adherence to company policies while building a positive work environment.