Operations Manager I

Concentrix Experts Colombia S.A.S.; Quezon City; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Concentrix Experts Colombia S.A.S. in the Philippines seeks an Operations Manager I to lead a team of Team Leaders, coach performance, and ensure SLA and financial targets are met.

You will analyze service levels, forecast workload, drive process improvements, and collaborate with client partners to optimize revenue and service delivery. The role emphasizes leadership, engagement, and adherence to company policies in a dynamic BPO environment.

Responsibilities

• Coach and supervise a group of Team Leaders
• Ensure Client Service Level Agreement and financial targets are achieved
• Analyze and maintain SLAs; forecast and budgeting support as needed
• Select, train, develop, and manage performance of direct reports
• Manage and review operation reports (attendance, client scorecard, metrics)
• Create and maximize relationships with client partners
• Provide leadership to ensure policy adherence and corrective actions
• Conduct regular one-on-ones to review performance
• Foster positive work environment and resolve employee relations issues
• Participate in cross-functional meetings to define action plans
• Attend business reviews with the client
• Handle a team of Team Leaders

Job description

Job Title:

Operations Manager I

Job Description

The Manager, Operations 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. 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 requirementsManage 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 improvementImplement 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.

Location:

PHL Quezon City - UP Tech 2