Operations Manager I: Lead SLA & Revenue Growth

Concentrix; Philippines; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Concentrix is seeking an Operations Manager I in Iloilo City, Philippines. The role involves coaching a group of Team Leaders, ensuring SLAs and financial targets are met, and driving continuous improvement across client operations.

The position requires strong leadership, coaching, and analytical skills to optimize processes, manage performance, and deliver client value within a fast-paced contact center environment.

Qualifications

• Associate's Degree in related field; 7+ years experience with at least 2 years progressive management.
• Call center experience preferred.
• Ability to coach, develop action plans, and provide effective feedback.
• Analyze and improve work processes; set actions to achieve goals.
• Excellent written and verbal communication.
• Ability to organize, prioritize projects under pressure.

Responsibilities

• Coach and supervise a group of Team Leaders.
• Ensure Client Service Level Agreements are met and financial targets.
• Analyze and maintain SLAs; implement improvement plans as needed.
• Maximize revenue generation and forecast/budget for projects.
• Select, train, and manage performance of direct reports and staff.
• Lead operational reviews and client business reviews.

Skills

Coaching & development

Team leadership

Performance feedback

Strategic planning

Communication

Education

Associate's Degree

Job description

Concentrix is seeking an Operations Manager I in Iloilo City, Philippines. The role involves coaching a group of Team Leaders, ensuring SLAs and financial targets are met, and driving continuous improvement across client operations.

The position requires strong leadership, coaching, and analytical skills to optimize processes, manage performance, and deliver client value within a fast-paced contact center environment.