Mgr Site Ops-Trainee

ibex; Mandaluyong; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

ibex in the Philippines is seeking an Operations Manager to supervise day-to-day non-exempt teams, assign work, monitor attendance and drive performance against service levels. You will develop leaders, analyze data, resolve escalations, and ensure client satisfaction while aligning with company policies.

The role requires strong leadership, excellent communication, and a track record in contact center or telecom inbound sales. Flexibility for schedule and goal-oriented mindset are essential.

Qualifications

• Bachelor’s degree (any field) preferred.
• At least 2 years experience as an Operations/Program Manager in inbound sales telecoms.
• Excellent communications skills and strong customer service background.
• Good leadership and interpersonal skills.
• Must have passed AT&T certification (for internals).
• No escalation or corrective documentation in the past 3 months.
• Role Model with professional demeanor and urgency.
• Understanding of KPIs and motivation strategies.
• Willing to work on a split day-off schedule.

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.
• Monitor and take action on payroll issues.
• Conduct performance appraisals annually.
• Responsible for staffing and hiring.
• Maintain current employee records on direct reports.
• Review CMS statistics daily and provide feedback.
• Provide Subject Matter Expertise.
• Ensure training needs of subordinates are met.
• Modify operations to meet SLAs under supervision.
• Complete all client related training.
• Resolve escalated customer issues.
• Hold team meetings regularly with direct reports.
• Communicate process and client changes on time.

Skills

Communication skills

Leadership

Customer service

Sales background

Interpersonal skills

Attention to detail

AT&T certification

Education

Bachelor's degree

Job description

The Operations Manager is responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements. He/She will also be responsible for managing the performance of the team leaders and their representatives in providing quality services to meet performances and quality needs of clients while supporting the goals of the organization and remaining consistent with corporate policies, procedures and philosophies. He/She will ensure optimum productivity and service level goals are maintained at all times. Will also maintain an excellent working relationship with clients while continuously strive to improve the level of overall service provided.

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

Qualifications

• Bachelor’s degree (any field) is preferred
• At least 2 years experience as an 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
• Role Model (leadership by example)
• Professional demeanor
• Up to date management skills and understanding of employee motivation
• Sense of urgency and responsibility
• Understanding of key performance indicators including the working knowledge to drive appropriate behavior
• Willing to work on a split day-off schedule