Operations Manager

Concentrix; Pasig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Concentrix is seeking an Operations Manager to coach a group of Team Leaders and ensure SLA and financial targets are met. The role involves driving performance, coaching staff, and coordinating cross-functional teams to optimize operations.

The ideal candidate has 7+ years in related roles, including progressive management, with call center experience preferred. This position is based in Pasig, Metro Manila, Philippines, and requires strong leadership and analytical skills.

Qualifications

• Over seven years of experience with at least two in progressive management.
• Call center experience preferred.
• Ability to coach and develop action plans to maximize performance.
• Strong analytical and process improvement skills.
• Excellent written and verbal communication.
• Ability to lead under pressure and meet deadlines.
• Experience in coordinating cross-functional teams.

Responsibilities

• Analyze and maintain all Client Service Level Agreements; implement improvements.
• Maximize revenue to meet long and short-term financial projects, including data collection for billable/non-billable hours, forecasting, budgeting.
• Train, develop, and manage performance of direct reports and their teams; plan and assign work per policies.
• Manage and review operational reports and metrics (attendance adherence, client scorecard, etc.).
• Create and maximize relationships with client partners and attend business reviews.
• Provide leadership to ensure policy adherence and implement corrective actions to meet performance targets.
• Conduct regular one-on-ones to review performance and provide developmental coaching.
• Foster a positive work environment and resolve employee relations issues promptly.

Skills

Coaching

Leadership

Strategic planning

Performance management

Communication

Data analysis

Client relationship

Team management

Education

Associate's Degree in related field

Job description

The Operations Manager is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.

Essential Functions/Core Responsibilities

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
• Maximize revenue generation to reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
• Create and maximize relationships with client partners
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
• Attend business reviews with the client
• Handle a team of team leaders

Candidate Profile

• Associate's Degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred
• Call center experience preferred
• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
• Work well under pressure and follow through on items to completion while maintaining professional demeanor
• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Demonstrated ability to mentor, coach and provide direction to a team of employees.