Operations Leader: SLA Excellence & Team Growth

Concentrix; Philippines; On-site; PHP 670,000 - 1,228,000; Full time

Job summary

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

You will analyze SLA performance, drive revenue through planning and forecasting, training staff, and guiding teams to improve processes.

The role requires strong leadership, excellent communication, and the ability to manage priorities in a fast-paced contact center environment.

Qualifications

• Associate's Degree in related field with 2–3+ years of progressive management experience.
• Call center experience with financial accounts/customer service preferred.
• Ability to coach, develop action plans, and provide effective feedback.
• Strong analytical skills to review work processes and set actions.

Responsibilities

• Analyze and maintain all Client Service Level Agreements; implement improvement plans.
• Maximize revenue generation to meet financial targets, including forecasting and budgeting.
• Train, develop, and manage performance of direct reports and assign work.
• Review operational reports and partner with client to define action plans.
• Lead cross-functional meetings with Training, HR, Quality, WFM, TA to drive improvements.
• Conduct regular one-on-one reviews and provide developmental coaching.
• Create positive work environment and handle employee relations professionally.
• Attend business reviews with the client and manage a team of Team Leaders.

Skills

Coaching

Communication

Leadership

Analytical thinking

Staff mentoring

Project prioritization

Education

Associate's Degree

Job description

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

You will analyze SLA performance, drive revenue through planning and forecasting, training staff, and guiding teams to improve processes.

The role requires strong leadership, excellent communication, and the ability to manage priorities in a fast-paced contact center environment.