• Job Description

  Req#: R1697561

  Job Title:

  2026 XTRA CHANNEL SNL

  Job 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.
    • Monitor and manage day-to-day operations, including workflow management, quality assurance, and escalations.
  • Team Leadership & Development:
    • Lead, mentor, and develop teams to ensure optimal performance and continuous growth.
    • Conduct regular performance reviews and provide coaching to improve team productivity and engagement.
  • Client & Stakeholder Management:
    • Act as the primary point of contact for client interactions, fostering strong relationships and ensuring client satisfaction.
    • Collaborate with internal and external stakeholders to address concerns, implement solutions, and drive process improvements.
  • Process Improvement:
    • Identify operational inefficiencies and develop strategies for continuous improvement.
    • Implement best practices and innovative solutions to enhance productivity and service delivery.
  • Reporting & Analysis:
    • Prepare and present operational reports, including performance metrics, trends, and improvement plans.
    • Analyze data to identify patterns and recommend actionable insights for enhanced decision-making.

  Qualifications:

  • 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.

  Key Competencies:

  • Customer-centric mindset
  • Analytical and problem-solving skills
  • Effective time management
  • Collaborative approach
  • Process-driven with a focus on continuous improvement

  #LI-DNI

  Location:

  PHL Quezon City - Tera Tower 1st Floor

  Language Requirements:

  Time Type:

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• About the company

  Concentrix,is a technology-enabled global business services company specializing in customer engagement and improving business performance for some of the world’s best brands.

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