In a world full of average, Concentrix stands out. To achieve extraordinary results for our clients, we're disrupting the professional services market. We are absolutely obsessed with making our clients businesses better. To make transformative changes, we bring together the brightest creative minds in business, cutting-edge technology solutions, proven design thinking expertise and exceptional customer experience centers. We are looking for a Senior Operations Manager that shares this mind-set.
Make that bold move today! Join Concentrix as a Senior Operations Manager!
What you need
- Must have at least 2 years SOM experience handling BFSI accounts; Fraud account experience is highly preferred
- Must be willing to work on-site in Quezon City and able to work on shifting schedules and travel to Cebu.
- Strong analytical, problem solving and general troubleshooting skills
- Ability to communicate technical issues in non-technical terms
- Able provide customer and technical support to customers through inbound phone, chat and email requests
What will you be doing
- Review and analyze program performance to determine program needs
- Approve personnel activities concerning hiring, training, development and performance management
- Provide written performance appraisals
- Act when necessary as a problem solving escalation point for Supervisors and front line RAs
- Meet forecasted or budgeted financial targets including occupancy and bill-to-pay percentage
- Identify and oversees program/problem resolution
- Maximize potential of subordinates through coaching, development and effective performance management methods
- Track client issues and maintains client correspondence and issue resolution
- Support Results goals by implementing and facilitating processes that promote continuous improvement, resulting in improved service quality and/or reduced operating expenses. Review workflow to ensure improved
