2026 XTRA CHANNEL SNLConcentrix • PHL Naga, Ninoy and Cory Ave, 2nd Flr
2026 XTRA CHANNEL SNL
Concentrix • PHL Naga, Ninoy and Cory Ave, 2nd Flr
6 days ago
Job descriptionMonitor and manage day-to-day operations, including workflow management, quality assurance, and escalations. Team Leadership & Development : Conduct regular performance reviews and provide coaching to improve team productivity and engagement. Client & Stakeholder Management : Collaborate with internal and external stakeholders to address concerns, implement solutions, and drive process improvements. Process Improvement : Implement best practices and innovative solutions to enhance productivity and service delivery. Reporting & Analysis : Analyze data to identify patterns and recommend actionable insights for enhanced decision-making. Proven experience in a BPO or related industry with a focus on operations management. Strong leadership, organizational, and communication skills. Ability to manage multiple priorities and work in a fast-paced, dynamic environment. Proficiency in data analysis, reporting, and operational tools. Experience in client and stakeholder management. Customer-centric mindset Analytical and problem-solving skills Effective time management Collaborative approach Process-driven with a focus on continuous improvement
Description
The Delivery Operations role in a Business Process Outsourcing (BPO) company ensures seamless execution of client services, meeting operational objectives, and delivering high-quality customer experiences. This role involves overseeing daily operations, managing resources, and maintaining performance standards to align with company and client goals.
Key Responsibilities :
- Operational Management :
Oversee end-to-end service delivery processes, ensuring adherence to service level agreements (SLAs), key performance indicators (KPIs), and client expectations.
Lead, mentor, and develop teams to ensure optimal performance and continuous growth.
Act as the primary point of contact for client interactions, fostering strong relationships and ensuring client satisfaction.
Identify operational inefficiencies and develop strategies for continuous improvement.
Prepare and present operational reports, including performance metrics, trends, and improvement plans.
Qualifications :
Key Competencies :
#LI-DNI
Location :
PHL Quezon City - Tera Tower 1st Floor
Language Requirements :
Time Type :
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Channel • PHL Naga, Ninoy and Cory Ave, 2nd Flr
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