Operations Manager for San Lazaro

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

Job summary

Concentrix is seeking an Operations Manager to coach and supervise a team of Team Leaders, ensuring service levels and financial goals are met. The role emphasizes leadership, performance coaching, and cross‑functional collaboration in a fast‑paced environment.

You will monitor SLAs, analyze performance data, and drive improvements across operations while maintaining a positive work culture and strong client relationships.

Qualifications

• Experience coaching and developing teams to improve performance.
• Strong written and verbal communication across internal and external partners.
• Proven ability to manage multiple priorities and meet deadlines.
• Experience in call center environments and handling financial/account services is preferred.

Responsibilities

• Coach and supervise a group of Team Leaders to ensure targets are met.
• Analyze and maintain Client Service Level Agreements; implement improvements as needed.
• Maximize revenue generation and support budgeting and forecasting processes.
• Provide leadership to staff and ensure adherence to company policies and standards.
• Conduct regular one‑on‑ones with reports to review performance and development.

Skills

Coaching

Communication skills

Leadership

Time management

Call center experience

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