Call Center Operations Leader & Performance Coach

ibex; Quezon City; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

ibex Philippines is looking for an Operations Manager to supervise non-exempt work groups, assign tasks, monitor attendance, and participate in performance appraisals in line with company policies.

You will drive productivity, maintain service levels, develop team leads, handle day-to-day account management, and address client issues with data-driven decision making.

A bachelor’s degree and at least two years’ experience as an Operations/Program Manager are required.

Qualifications

• Up to date management skills and understanding of employee motivation
• Understanding of key performance indicators including the working knowledge to drive appropriate behavior
• Excellent communication skills
• Strong customer service skills
• Excellent leadership and interpersonal skills
• Effective organizational skills and time management skills

Responsibilities

• Manage the performance of the team leaders and their representatives to meet client and organizational goals
• Ensure optimum productivity and service level goals are maintained
• Maintain an excellent working relationship with clients and continuously strive to improve the level of overall service provided
• Develop all team leads to ensure top performance
• Day to day management of account and related issues
• Monitor, measure, report & analyze data to improve call centre performance
• Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques
• Responsible for staffing and hiring
• Provide Subject Matter Expertise
• 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

Strong customer service

Excellent leadership

Interpersonal skills

Organizational skills

Education

Bachelor’s degree (any field)

2 years experience as Operations/Program Manager

Job description

ibex Philippines is looking for an Operations Manager to supervise non-exempt work groups, assign tasks, monitor attendance, and participate in performance appraisals in line with company policies.

You will drive productivity, maintain service levels, develop team leads, handle day-to-day account management, and address client issues with data-driven decision making.

A bachelor’s degree and at least two years’ experience as an Operations/Program Manager are required.