Interim Operations Lead: Elevate Team Performance

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

Job summary

ibex in the Philippines is seeking an Interim Operations Manager to supervise non-exempt teams handling inbound sales for a major telecom account. You will assign work, monitor attendance, and contribute to performance appraisals, training, and development to meet client expectations.

You will lead team leaders, drive call center performance through data analysis, resolve escalations, and maintain strong client relationships while adhering to corporate policies and procedures.

Qualifications

• Bachelor’s degree preferred.
• 2+ years experience as Operations/Program Manager in inbound sales for a telecommunications account.
• Excellent communications skills and strong customer service background.
• Leadership and interpersonal skills required.
• Must have passed AT&T certification (for internal candidates).
• No escalation or corrective documentation in the past 3 months.

Responsibilities

• Supervise, lead and inspire team to regularly meet/exceed sales.
• Develop team leads for top performance.
• Monitor staff to assess developmental needs and improve performance.
• Day-to-day management of account and related issues.
• Provide training and conduct regular appraisals with team.
• Monitor, measure, report & analyze data to improve call centre performance.
• Address performance/behavior/attendance issues using PM techniques.
• Staffing and hiring responsibilities.
• Maintain current employee records on direct reports.
• Review CMS statistics daily and provide constructive feedback.
• Provide Subject Matter Expertise.
• Ensure training needs of subordinates are met.
• Modify operations to meet service level agreements.
• Complete all client-related training.
• Resolve escalated customer issues.
• Hold team meetings with direct reports.
• Communicate process and client changes in a timely manner.

Skills

Excellent communications skills

Customer service background

Sales background

Leadership and interpersonal skills

AT&T certification (internal)

Education

Bachelor’s degree (any field)

Job description

ibex in the Philippines is seeking an Interim Operations Manager to supervise non-exempt teams handling inbound sales for a major telecom account. You will assign work, monitor attendance, and contribute to performance appraisals, training, and development to meet client expectations.

You will lead team leaders, drive call center performance through data analysis, resolve escalations, and maintain strong client relationships while adhering to corporate policies and procedures.