On-Site BPO Operations Lead — Team & Performance

Ibex Limited; Manila; On-site; PHP 840,000 - 1,440,000; Full time

Job summary

Ibex Limited in Manila is seeking an Operations Manager to supervise non-exempt teams, assign work, monitor attendance, and contribute to performance appraisals in alignment with company policies and applicable legal requirements.

You will lead team leads, drive productivity and service levels, maintain strong client relationships, develop staff, handle day-to-day account management, and communicate process changes promptly.

Qualifications

• Bachelor’s degree preferred.
• At least 2 years of experience as an Operations/Program Manager.
• Preferably with a Technical Support background in managerial capacity in a BPO.

Responsibilities

• Manage the performance of team leaders and their representatives to meet client needs.
• Ensure optimum productivity and service level goals are maintained.
• Maintain an excellent working relationship with clients and improve overall service.
• Develop all team leads to ensure top performance.
• Day-to-day management of account and related issues.
• Monitor, report, and analyze data to improve call centre performance.
• Identify and resolve performance/behavior/attendance issues using performance techniques.
• Responsible for staffing and hiring; provide subject matter expertise.
• Hold team meetings and communicate changes to reports on time.

Skills

Excellent communication skills

Strong customer service skills

Excellent leadership

Interpersonal skills

Organizational skills

Time management

Education

Bachelor’s degree (any field) preferred

Minimum 2 years as Operations/Program Manager

Technical Support background in BPO managerial capacity

Job description

Ibex Limited in Manila is seeking an Operations Manager to supervise non-exempt teams, assign work, monitor attendance, and contribute to performance appraisals in alignment with company policies and applicable legal requirements.

You will lead team leads, drive productivity and service levels, maintain strong client relationships, develop staff, handle day-to-day account management, and communicate process changes promptly.