Operations Manager: Team Leadership & Continuous Improvement

Concentrix; Quezon City; On-site; PHP 1,339,000 - 1,786,000; Full time

Job summary

Concentrix is seeking an experienced operations leader in Metro Manila to manage client service levels and drive performance. You will coach and develop a team, oversee reporting, and partner with clients to optimize outcomes.

The role focuses on implementing improvement plans, aligning staffing with requirements, and delivering consistent service excellence in a fast-paced contact center environment.

Qualifications

• Associate's Degree in related field with 7+ years of experience.
• Progressive management experience with at least 2 years in a supervisory role.
• Call center experience preferred.
• Ability to coach and develop action plans to maximize performance.
• Ability to analyze and improve work processes with actionable steps.
• Excellent written and verbal communication skills.
• Willingness to work a flexible schedule.

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.)
• Select, 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 environmentthrough 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

Skills

Communication skills

Coaching

Team leadership

Prioritization

Mentoring

Flexibility

Call center experience

Education

Associate's Degree

Job description

Concentrix is seeking an experienced operations leader in Metro Manila to manage client service levels and drive performance. You will coach and develop a team, oversee reporting, and partner with clients to optimize outcomes.

The role focuses on implementing improvement plans, aligning staffing with requirements, and delivering consistent service excellence in a fast-paced contact center environment.