Sr. Operations Manager (Telco Campaign)

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

Benefits offered by this job

Relocation Allowance

Sign-on Bonus

Job summary

Concentrix Philippines is seeking a Senior Operations Manager to lead revenue growth and profitability across assigned programs in a multitiered contact center environment. You will oversee staff development, performance management, and adherence to contractual SLAs while driving operational excellence.

Ideal candidates will have 1–3 years in a senior ops role, with 2+ years managing telecom or sales campaigns, and will benefit from relocation support and a sign-on bonus.

Qualifications

• Senior experience in operations leadership and revenue/profitability management.
• Experience handling large-scale telecom or sales campaigns (2+ years).
• Relocation assistance and sign-on bonuses are offered by the employer.

Responsibilities

• Maintain and grow program revenue and profitability, including margins, billing, seat utilization and retention.
• Provide leadership for staff development, performance management and adherence to company policies.
• Monitor and improve client SLAs and ensure contract compliance across programs.

Skills

Senior Operations Manager

Telecommunication campaigns

Job description

• With at least 1-3 years of experience as an Sr Operations Manager
• Handled Telecommunication and Sales campaigns (minimum 2 years)
• We offer Relocation Allowance* (outside NCR) and Sign on Bonus*

Essential Functions/Core Responsibilities

• Maintain and grow revenue of program(s); responsible for profitability including revenue, margins, billing, seat utilization and retention
• Ensures program has proficient training, staff development, and effective employee relation/recognition programs
• Selecting, 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
• 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
• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
• Ensure that the operations is in compliance with active contracts
• Oversee client relationships; facilitate open communications, understand client perspectives/expectations, and monitor client satisfaction
• Partnering with Business Development to leverage and expand new business from client(s)
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their teams and offer on-going developmental support
• Create a positive work environment through 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
• Maintain relationships with strategic vendors in order to facilitate open communications, understand changing technologies and stay abreast of industry trends
• Participate in opportunity review calls for new business and facilitate site visits from potential clients, keep up to date through trade shows, industry events, and related activities
• Host Business reviews on regular basis, communicate the overall objectives within common reports (service reports and Operational Efficiency Reports), ensure that customer, operational and capacity requirements are addressed (i.e. Telecommunications, Information Technology, Legal, HR, Finance, Facilities), hold weekly meetings with all functional leaders and direct reports reviewing site operations, needs, and upcoming events