Job Title: 2025 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: **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 (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**