High-Impact Call Center Operations Lead

ibex; Parañaque; Vor Ort; PHP 600.000 - 900.000; Vollzeit

Zusammenfassung

ibex is seeking an Operations Manager to oversee day-to-day supervision of a non-exempt team within an inbound sales telecom context. The role includes work assignment, attendance monitoring, and developing team leads to meet client service levels and organizational goals.

You will drive performance through training, appraisals, data analysis, and timely communication of changes, with staffing responsibilities and maintenance of records, plus escalation resolution as needed.

Qualifikationen

• Bachelor’s degree preferred
• 2+ years experience as Operations/Program Manager specializing in inbound sales telecommunications account
• Excellent communications skills
• Strong customer service and sales background
• Good leadership and interpersonal skills
• Must have passed AT&T certification (for internals)
• No escalation or corrective documentation issued in the past 3 months

Aufgaben

• 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

Kenntnisse

Communication skills

Customer service

Leadership

Interpersonal skills

AT&T certification

Ausbildung

Bachelor’s degree (any field)

Jobbeschreibung

ibex is seeking an Operations Manager to oversee day-to-day supervision of a non-exempt team within an inbound sales telecom context. The role includes work assignment, attendance monitoring, and developing team leads to meet client service levels and organizational goals.

You will drive performance through training, appraisals, data analysis, and timely communication of changes, with staffing responsibilities and maintenance of records, plus escalation resolution as needed.