Operations Manager I: Client SLAs & Team Growth

Concentrix Daksh Services Philippines Corporation; Iloilo City; Hybrid; PHP 900,000 - 1,300,000; Full time

Job summary

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.

Responsibilities

• 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.

Education

Associate's Degree

Job description

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.