Call Center Operations Manager - On-site, GY Shift

IBEX Global Solutions (Philippines) Inc.; Parañaque; On-site; PHP 900,000 - 1,600,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking an Operations Manager to supervise non-exempt teams in our Parañaque site. You will oversee day-to-day operations, assign work, monitor attendance, and support performance appraisals in line with company policies.

The role focuses on driving service levels, coaching team leads, resolving escalated issues, and maintaining strong client relationships while aligning with corporate goals and continuous process improvements.

Qualifications

• Bachelor’s degree (any field) preferred.
• At least 2 years’ experience as an Operations/Program Manager in BPO.
• Excellent communications skills.
• Strong customer service and sales background.
• Good leadership and interpersonal skills.
• Up-to-date management skills and understanding of motivation.
• Amenable to work on-site at IBEX PQ.

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 payroll issues and related staffing matters
• 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

Leadership

Customer service

Communication skills

Team management

Performance monitoring

Education

Bachelor's degree

Job description

IBEX Global Solutions (Philippines) Inc. is seeking an Operations Manager to supervise non-exempt teams in our Parañaque site. You will oversee day-to-day operations, assign work, monitor attendance, and support performance appraisals in line with company policies.

The role focuses on driving service levels, coaching team leads, resolving escalated issues, and maintaining strong client relationships while aligning with corporate goals and continuous process improvements.