Operations Manager - Cebu

Concentrix Philippines; Cebu City; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Concentrix Philippines in Cebu City is seeking an Operations Manager I to coach and supervise a group of Team Leaders, ensuring the Client Service Level Agreement and financial targets are achieved. You will lead performance, coaching, and development initiatives across the team.

The role involves managing SLAs, driving revenue, and collaborating with cross-functional teams to optimize processes, staffing, and client relations. A strong track record in contact center leadership is preferred.

Qualifications

• Ability to coach and develop action plans to maximise performance.
• Strong analytical skills to review processes and drive improvements.
• Excellent written and verbal communication to internal and external stakeholders.
• Proven ability to organize and prioritize projects 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 targets (data collection for billable/non-billable hours, forecasting, budgeting).
• Select, train and manage performance of direct reports; plan and assign work per policies.
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics reports).
• Create and maximize relationships with client partners.
• Provide leadership to ensure policy adherence and implement corrective actions to meet performance.
• Conduct regular one-on-ones to review performance and provide coaching.
• Foster a positive work environment and resolve employee relations issues.
• Participate in cross-functional meetings to define action plans with Training, HR, Quality, WFM, TA.
• Implement best practices and over-deliver for clients, adjust staffing with input from BD and Client.
• Attend business reviews with the client.
• Handle a team of team leaders.

Skills

Coaching & development

Team leadership

Communication

Performance management

Analytical thinking

Flexibility

Education

Associate's Degree in related field

Job description

Job Title: Operations Manager

Location: PHL Cyberzone Cebu City - FCC Tower 3 & 4

Job Description Summary

The Operations Manager I 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.

Job Description

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
• Willingness to work a flexible schedule

Career Framework Role

Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies and employees.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.