Call Center Operations Lead

Ibex Limited; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Ibex Limited is seeking an Operations Manager to supervise non-exempt teams, assign work, monitor attendance, and contribute to performance appraisals in alignment with company policies. You will drive productivity and service levels, while maintaining strong client relationships and ensuring adherence to SOPs.

The role emphasizes training, performance management, and staff development to meet client needs and corporate objectives.

Qualifications

• Bachelor’s degree preferred.
• 2+ years as Operations/Program Manager in inbound sales telecoms.
• Excellent communication and leadership skills.
• Strong customer service and sales background.
• Interpersonal skills and professionalism.
• AT&T certification (for internal applicants).
• No escalations or corrective documentation in last 3 months.

Responsibilities

• Supervise, lead and develop team to meet/exceed sales targets.
• Develop team leads for top performance.
• Monitor staff for development and performance improvement.
• Manage day-to-day accounts and related issues.
• Provide training and conduct regular appraisals.
• Analyze data to improve call centre performance.
• Address performance/behavior/attendance issues with PM techniques.
• Staffing and hiring responsibilities; maintain records.

Skills

Leadership

Customer service

Sales experience

Communications

Interpersonal skills

AT&T certification

Decision making

Education

Bachelor’s degree (any field)

Job description

Ibex Limited is seeking an Operations Manager to supervise non-exempt teams, assign work, monitor attendance, and contribute to performance appraisals in alignment with company policies. You will drive productivity and service levels, while maintaining strong client relationships and ensuring adherence to SOPs.

The role emphasizes training, performance management, and staff development to meet client needs and corporate objectives.