Strategic BPO Delivery Partner & Client Lead

Concentrix; Quezon City; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Concentrix in Quezon City, Philippines, seeks a Delivery Operations leader to oversee end-to-end service delivery, ensuring SLA/KPI adherence and high customer experience. You’ll lead teams, manage client relationships, and drive continuous process improvements in a fast-paced BPO environment.

The role emphasizes data-driven decision making, reporting, and cross-functional collaboration to align with client goals and company strategy.

Qualifications

• Experience in a BPO/operations management role.
• Strong leadership and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in data analysis, reporting, and operational tools.

Responsibilities

• Oversee end-to-end service delivery, ensuring SLAs, KPIs, and client expectations are met.
• Lead, mentor, and develop teams with regular performance reviews and coaching.
• Act as primary client contact, fostering strong relationships and addressing concerns.
• Identify inefficiencies and implement process improvements to boost productivity.
• Prepare and present operational reports with performance metrics and insights.
• Collaborate with internal and external stakeholders to drive service enhancements.

Skills

Team Leadership

Operational Excellence

Stakeholder Management

Data Analysis

Communication Skills

Job description

Concentrix in Quezon City, Philippines, seeks a Delivery Operations leader to oversee end-to-end service delivery, ensuring SLA/KPI adherence and high customer experience. You’ll lead teams, manage client relationships, and drive continuous process improvements in a fast-paced BPO environment.

The role emphasizes data-driven decision making, reporting, and cross-functional collaboration to align with client goals and company strategy.