Operations Manager I: Client Service & Growth

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

Job summary

Concentrix is seeking an Operations Manager I to coach and supervise Team Leaders, ensuring service levels and financial targets are achieved. You will drive performance improvements, lead cross-functional collaboration, and oversee staffing and coaching initiatives in a fast-paced environment.

The role emphasizes strong leadership, data-driven decision making, and effective communication with clients and internal teams to deliver reliable operations and continuous improvement.

Qualifications

• Seven+ years of experience in a related field with progressive management responsibilities.
• Call center experience preferred.
• Proven ability to coach and develop action plans to maximize performance.
• Strong analytical skills to improve work processes and meet goals.
• Excellent written and verbal communication; able to present to internal/external partners.

Responsibilities

• Coach and supervise a group of Team Leaders; ensure SLAs and financial targets are met.
• Maximize revenue generation and support forecasting, budgeting, and data collection for billable hours.
• Train, develop, and manage performance of direct reports; plan staff workload per policy.
• Review operational reports and implement corrective actions to improve performance.
• Lead cross-functional collaboration with Training, HR, Quality, WFM, and TA to resolve issues.
• Attend business reviews with the client and optimize staffing to meet changing requirements.

Skills

Team leadership

Coaching

Performance management

Strategic planning

Client service

Stakeholder management

Education

Associate's degree

Job description

Concentrix is seeking an Operations Manager I to coach and supervise Team Leaders, ensuring service levels and financial targets are achieved. You will drive performance improvements, lead cross-functional collaboration, and oversee staffing and coaching initiatives in a fast-paced environment.

The role emphasizes strong leadership, data-driven decision making, and effective communication with clients and internal teams to deliver reliable operations and continuous improvement.