Call Center Operations Leader

ibex; Metro Manila; On-site; PHP 700,000 - 900,000; Full time

Job summary

ibex in Metro Manila is hiring an Operations Manager to supervise non-exempt teams, assign work, monitor attendance, and support performance appraisals in line with company policies.

You will drive productivity, maintain client service levels, develop team leads, and resolve escalated issues while fostering strong client relationships.

This role requires a bachelor’s degree and at least 2 years in operations management for inbound sales; AT&T certs are a plus.

Qualifications

• Bachelor’s degree or equivalent preferred.
• 2+ years in Operations/Program management in inbound sales
• Strong communication and customer service skills
• Leadership and people-management abilities
• Must have AT&T certification for internal candidates
• Proven ability to monitor KPIs and improve performance

Responsibilities

• Supervise, lead and inspire your team to ensure they regularly meet/exceed sales
• Develop all team leads to ensure top performance
• Monitor all staff to assess developmental needs, to improve performance
• Day to day management of account and related issues
• Help provide training and development and conduct regular appraisals with team
• Monitor, measure, report & analyze data to improve call centre performance
• Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.
• Monitor and take action on TKS, personnel and payroll issues.
• Conduct performance appraisals annually.
• Responsible for staffing and hiring.
• Maintain current employee records on direct reports.
• Review CMS statistics on a daily basis and provide constructive feedback.
• Provide Subject Matter Expertise.
• Ensure training needs of subordinates are met.
• Modify operations as needed to meet service level agreements under supervision of Operations Manager.
• Successfully complete all client related training.
• Resolve escalated customer issues.
• Hold team meetings on a regular basis with direct reports.
• Communicate all process and client changes to direct reports within specific timeliness

Skills

Excellent communication skills

Customer service background

Sales background

Leadership skills

Interpersonal skills

Sense of urgency and responsibility

Understanding of KPIs

Education

Bachelor’s degree (any field)

AT&T certification (for internals)

Job description

ibex in Metro Manila is hiring an Operations Manager to supervise non-exempt teams, assign work, monitor attendance, and support performance appraisals in line with company policies.

You will drive productivity, maintain client service levels, develop team leads, and resolve escalated issues while fostering strong client relationships.

This role requires a bachelor’s degree and at least 2 years in operations management for inbound sales; AT&T certs are a plus.