Senior Operations Manager — Growth & People Leader

Concentrix Philippines; Murcia; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Concentrix Philippines is seeking an Operations Manager II to lead program profitability, training, and performance. You will manage direct reports, coordinate with cross-functional teams, and ensure client satisfaction while aligning with contracts and service levels.

The role requires strong leadership, analytical capabilities, and the ability to drive continuous improvement in a fast-paced contact center environment.

Qualifications

• Associate's Degree preferred with 10+ years in roles including progressive management.
• Strong ability to analyze and improve processes.
• Ability to coach and develop action plans to maximize performance.
• Proven ability to implement change and adapt to evolving business needs.
• Excellent written and verbal communication skills.
• Strong organizational and prioritization abilities.
• Ability to mentor and lead a team.
• Initiative with focus on continuous improvement.
• Customer service mindset and professionalism.
• Willingness to work a flexible schedule.

Responsibilities

• Maintain and grow revenue and profitability of programs; manage revenue, margins, billing, seat utilization and retention.
• Ensure training, staff development, and effective employee relations programs.
• Select, train, develop, and manage performance of direct reports and assigns work per policy.
• Provide leadership to direct reports and implement corrective actions as needed.
• Analyze and maintain Client Service Level Agreements; drive improvement plans.
• Ensure operations comply with active contracts.
• Oversee client relationships and monitor satisfaction.
• Partner with Business Development to expand new business from clients.
• Conduct regular one-on-one reviews with direct reports for performance and development.
• Foster positive work environment through employee engagement and timely issue resolution.
• Participate in cross-functional meetings to drive continuous improvement.
• Maintain relationships with strategic vendors and stay updated on industry trends.
• Participate in opportunity review calls and site visits; represent the site externally.
• Lead business reviews with reports and ensure capacity and requirements are addressed.

Skills

Communication skills

Leadership

Team management

Coaching and development

Change management

Time management

Prioritization

Mentoring

Customer service mindset

Flexibility

Education

Associate's Degree

Job description

Concentrix Philippines is seeking an Operations Manager II to lead program profitability, training, and performance. You will manage direct reports, coordinate with cross-functional teams, and ensure client satisfaction while aligning with contracts and service levels.

The role requires strong leadership, analytical capabilities, and the ability to drive continuous improvement in a fast-paced contact center environment.