Operations Manager I

Concentrix Daksh Services Philippines Corporation; Iloilo City; Hybride; PHP 900 000 - 1 300 000; Plein temps

Résumé du poste

Concentrix Daksh Services Philippines Corporation in Iloilo City is seeking an Operations Manager I to supervise a group of Team Leaders and ensure SLA and financial targets are met. You will coach, train, and appraise direct reports, while driving process improvements and client satisfaction.

You will analyze operational data, manage performance, and collaborate with HR, Quality, WFM, and BD to sustain growth and efficiency in a fast-paced contact center environment.

Qualifications

• Associate's Degree in a related field; 7+ years, with at least 2 years in progressive management.
• Call center experience preferred.
• Proven ability to coach and develop action plans to maximize performance.
• Ability to analyze and improve work processes and drive action.
• Under pressure, maintains professionalism and meets deadlines.
• Excellent written and verbal communication; presents effectively.
• Strong organization and prioritization in a fast-paced environment.
• Experience mentoring and guiding a team of employees.
• Willingness to work a flexible schedule.

Responsabilités

• Analyze and maintain all Client Service Level Agreements; implement improvements.
• Maximize revenue generation; forecast and budget for financial goals.
• Coach, train, and manage performance of direct reports and staff.
• Manage and review operational reports and client scorecards.
• Build and sustain relationships with client partners.
• Lead staff to ensure company policies and standards are followed.
• Conduct regular one-on-ones; provide development coaching.
• Foster a positive work environment and resolve employee relations issues.
• Participate in cross-functional meetings to drive improvements.
• Implement best practices; adjust staffing with BD and client input.
• Attend business reviews with the client; oversee team of team leaders.

Formation

Associate's Degree

Description du poste

Job Title: Operations Manager I Job Description 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.

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.

Location: PHL Iloilo City 4th Floor, Two Global Center, Megaworld Blvd, Iloilo Business Park, Mandurriao

Language Requirements: Time Type: Full time

Mission

Hi, we’re Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview

We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.