Operations Manager for Iloilo

Concentrix; Pasay; On-site; PHP 1,000,000 - 1,400,000; Full time

Job summary

Concentrix is seeking an Operations Manager in Metro Manila, Pasay, to coach and supervise a team of Team Leaders and ensure service levels and financial targets are met.

The role emphasizes coaching, staff development, and cross-functional collaboration to improve processes, drive performance, and maintain client satisfaction in a fast-paced contact center environment.

Qualifications

• Associate's Degree in related field; 2–3 years Progressive Management Experience preferred.
• Call center experience (financial account/customer service) preferred.
• Proven coaching and development skills with actionable feedback.

Responsibilities

• Analyze and maintain Client Service Level Agreements; implement improvement plans as needed.
• Maximize revenue to meet financial projects; forecast and budget.
• Coach, train, and manage direct reports and staff performance.

Skills

Coaching

Leadership

Communication

Process improvement

Time management

Flexibility

Education

Associate's Degree

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 2-3 years of experience (with at least two years of Progressive Management Experience) preferred
• Call center experience (handled financial account/customer service) 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