Operations Manager

2 weeks ago


Manila, National Capital Region, Philippines Concentrix Full time
Operations Manager | With Retail/Sales Background| Spark Place Cubao

The Operations Manager is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.

Essential Functions/Core 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.)


• 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


• 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 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


• 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

Candidate Profile


• Associate's Degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred


• Call center experience preferred


• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback


• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal


• Work well under pressure and follow through on items to completion while maintaining professional demeanor


• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates


• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment


• Demonstrated ability to mentor, coach and provide direction to a team of employees


• Willingness to work a flexible schedule

Your application will include the following questions:

What's your expected monthly basic salary?

How many years' experience do you have as an operations manager?

How many years of people management experience do you have?

We're Concentrix. A global technology and services leader that powers the world's best brands, today and into the future. We're human-centered, tech-powered, intelligence-fueled. Every day we design, build, and run fully integrated, end-to-end solutions at speed and scale across the entire enterprise. #ConcentrixPH #GameChangingCareer

We're Concentrix. A global technology and services leader that powers the world's best brands, today and into the future. We're human-centered, tech-powered, intelligence-fueled. Every day we design, build, and run fully integrated, end-to-end solutions at speed and scale across the entire enterprise. #ConcentrixPH #GameChangingCareer

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