Manager I, Operations

2 weeks ago

PHL Quezon City UP Ayala TechnoHub Bldg G nd Flr, Philippines CNX Full time ₱900,000 - ₱1,200,000 per year

Job Title:

Manager I, Operations (Au Resource Trainer)

Job Description

The Australian Culture Trainer Manager will be responsible for leading the design, development, and delivery of a comprehensive cultural training program for Concentrix's teams supporting the Westpac account. This role is crucial for ensuring our operational teams not only meet but exceed the unique cultural, ethical, and regulatory standards of the Australian financial services industry. The manager will be a key driver in aligning our team's behavior with Westpac's core values, enhancing customer outcomes, and safeguarding against compliance risks.

 Candidate Profile:

  • Must be a seasoned leader for Training and Quality.
  • In-depth knowledge and experience in Australian Culture.
  • Bachelor's Degree in related field from a four-year college or university with less than two years of relevant experience preferred
  • Strong communication skills, both written and verbal
  • Proficient in Microsoft Office
  • Ability to multi-task, prioritize, and meet timelines on deliverables
  • Self-starter, sense of urgency, and works well under pressure
  • Strong attention to detail
  • Sense of professionalism and ability to develop relationships

Duties and Responsibilities:

  • Evaluate offshore agents to ensure adherence to communication, culture and language acceptability standards. This individual is also responsible for providing coaching/feedback to offshore agents in order to develop their communication skills.
  • Evaluate language quality and communication skills using the standardized communication monitoring form
  • Provide feedback to agents through call monitoring system and in-person to assist Team Leaders in development of front-line employees
  • Handle remediation sessions for trainees on conditional pass, as well as coaching sessions for agents undergoing transition
  • Ensure that agents adhere to the certification process and guide them through the two required levels
  • Participate in calibration sessions with Quality and Communication & Culture Training (CCT) leadership staff, Concentrix personnel and clients
  • Attend meetings with the Training & Quality teams, and the account leadership team to provide input on current performance, create action plans that influence performance (e.g. curriculum revision)
  • Capture common errors among agents and recommend rapid action plans(e.g. huddle sessions for those with language opportunities)
  • Achieve departmental productivity requirements (e.g. number of calls monitored per week on schedule, calibration time, etc.)
Disclaimer  

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location:

PHL Quezon City - UP Ayala TechnoHub Bldg G, 2nd Flr

Language Requirements:

Time Type:

Full time

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents

  • Manager, Operations I

    2 weeks ago

    PHL Cebu - The Mactan Newtown - rd Flr, Philippines CNX Full time $104,000 - $130,878 per year

    Job Title:Manager, Operations IJob DescriptionThe Operations Manager I 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...

  • Operations Manager I

    2 weeks ago

    PHL Cebu City - J Center, Philippines CNX Full time ₱900,000 - ₱1,200,000 per year

    Job Title:Operations Manager IJob DescriptionThe Operations Manager I 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...

  • Technical I, IT Operations

    2 weeks ago

    PHL Makati City - Ayala North Exchange, Philippines CNX Full time ₱900,000 - ₱1,200,000 per year

    Job Title:Technical I, IT Operations (TCF)Job DescriptionReceive, analyze, monitor and resolve PC, telephone and network related problems in a timely manner with less or minimum supervision from higher level technicians or supervisor. Principal Duties and Responsibilities: Assist all end users with general computer operation and desktop application...

  • Supervisor I, Operations Management

    2 weeks ago

    Quezon City, Philippines RELX Full time

    RELX, Quezon City, National Capital Region, Philippines Job Title Supervisor I, Operations Management Job Summary People and Performance Management and Operational Leadership to ensure timely and accurate output, development of staff, and delivery of department objectives. Responsibilities Ensure new employees are oriented to the organization, its...

  • BT Sales Advisor I

    2 weeks ago

    PHL Quezon City, Philippines CNX Full time ₱15,000 - ₱250,000 per year

    Job Title:BT Sales Advisor IJob DescriptionThe Customer Support Associate I position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client's product or services.Essential Functions/Core...

  • Supervisor I, Operations Management

    6 days ago

    Quezon City, Philippines RELX Full time

    RELX Quezon City, National Capital Region, Philippines Job Overview We are seeking a Supervisor I, Operations Management to join our team at RELX. Responsibilities Ensure new employees are oriented to the organization, its policies, facilities, etc. Ensure all work is completed according to established policies, procedures, and standards Facilitate Employee...

  • Supervisor I, Operations Management

    3 weeks ago

    Iloilo City, Philippines LexisNexis Risk Solutions Full time

    .Supervisor I, Operations Management page is loaded## Supervisor I, Operations Managementlocations: PHL-RE Shared Services-Iloilotime type: Full timeposted on: Posted Todayjob requisition id: R **Accountabilities:*** Gain good understanding of the business to be able to monitor and evaluate accuracy of work, identify opportunities to develop people,...

  • Operations Manager

    4 weeks ago

    Quezon City, Philippines OOm PTE LTD Full time

    The Operations Manager is responsible for overseeing the daily operations of the OOm Institute. This role ensures compliance with the organisation, funding agencies, and customer requirements while developing and maintaining standard operating procedures (SOPs) to enhance operational efficiency. This role involves strategic planning, process improvement, and...

  • People and Culture Manager

    3 days ago

    Makati City, National Capital Region, Philippines Triple I Consulting Inc. Full time ₱1,200,000 - ₱2,400,000 per year

    About Triple i Consulting: Triple i Consulting is a dynamic, fast-growing boutique firm specializing in regulatory compliance for international companies operating in the Philippines. With a tight-knit team, we are looking for a passionate and skilled People & Culture Manager to help us continue to grow and strengthen our most valuable asset—our people.As...

  • Radiologic Technologist I

    2 weeks ago

    PHL Quezon City - EXXA Tower, Philippines CNX Full time ₱250,000 - ₱750,000 per year

    Job Title:Radiologic Technologist IJob DescriptionSets up examination rooms by ensuring equipment is ready, there is availability of fresh sets of patients gowns and linens, and dressing cubicles/procedure areas are sanitizedCommunicates with patients, explains procedures, ensures every patient is comfortable and consents to procedure, and addresses...