URGENT: Operations Manager | Quezon City

Concentrix Philippines; Pasig; Sur place; PHP 600 000 - 1 000 000; Plein temps

Résumé du poste

Concentrix Philippines is seeking an Operations Manager I to lead a team of Team Leaders, ensuring SLA adherence and financial targets are met. The role emphasizes coaching, performance management, and cross-functional collaboration to deliver superior client service.

You will develop action plans, forecast requirements, and mentor staff while maintaining professional standards and timely communications with clients.

Qualifications

• Associate's Degree or related field preferred.
• 5+ years in progressive management roles.
• Call center experience is preferred.
• Proven coaching and action-planning abilities.
• Strong analytical skills for process improvement.
• Excellent written and verbal communication.

Responsabilités

• Lead and supervise a team of Team Leaders to meet SLAs and financial targets.
• Drive revenue goals through data management and forecasting.
• Coach and develop direct reports; implement action plans.
• Manage operational reports; ensure performance metrics are met.
• Build and maintain client relationships and participate in business reviews.
• Provide leadership and governance across departments; enforce policies.
• Conduct regular one-on-ones for performance assessments and coaching.
• Foster a positive culture and resolve employee issues promptly.
• Collaborate cross-functionally to drive continuous improvement.
• Implement staffing strategies to exceed client expectations.
• Oversee team staffing, training, and compliance with company standards.

Connaissances

Team Leadership

Coaching

Performance Mgmt

Client Relationships

Forecasting

Data Analysis

Written & Verbal Communication

Project Prioritization

Formation

Associate's Degree

Description du poste

Job Description:

The Operations Manager I plays a pivotal role in leading and supervising a team of Team Leaders. This position is key to ensuring that our Client Service Level Agreements and financial expectations are consistently met. By providing effective coaching and strategic guidance, the Operations Manager I fosters a high-performance environment, driving both team success and client satisfaction.

Experience in Hard Technical accounts and Electric Consumer Brands is a must.

Essential Functions/Core Responsibilities

• Service Level Management: Maintain and analyze Client Service Level Agreements, implementing improvements as needed.
• Revenue Goals: Drive revenue generation to meet financial objectives through effective data management and forecasting.
• Team Development: Select, train, and manage direct reports, ensuring compliance with policies and legal requirements.
• Operational Oversight: Manage operational reports and ensure performance metrics are met.
• Client Relationships: Build and strengthen relationships with client partners.
• Leadership: Guide direct reports, ensuring adherence to company standards and implementing corrective actions as needed.
• Performance Coaching: Conduct regular one-on-ones with direct reports for performance assessment and coaching.
• Positive Culture: Foster a positive work environment and resolve employee issues promptly.
• Cross-Functional Collaboration: Work with various departments to drive continuous improvement and resolve issues.
• Best Practices: Implement strategies that exceed client expectations and adjust staffing as needed.
• Client Engagement: Attend business reviews with clients to discuss performance.
• Team Oversight: Lead and support a team of Team Leaders.

Candidate Profile

• Preferred: Associate's Degree in a related field, over 5 years' experience, including two years in progressive management.
• Call center experience preferred.
• Proven ability to coach, develop action plans, and provide effective feedback.
• Strong skills in analyzing work processes and setting action plans for goal achievement.
• Capable of working under pressure with a professional demeanor and completing tasks.
• Excellent written and verbal communication, able to present information effectively.
• Skilled in organizing and prioritizing projects in fast-paced, deadline-driven environments.
• Experience in mentoring and directing teams.
• Willingness to work a flexible schedule.