On-Site Operations Leader for Client Programs

IBEX Global Solutions (Philippines) Inc.; Davao del Sur; On-site; PHP 900,000 - 1,350,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking an Operations Manager to lead client programs and drive operational excellence. You will oversee Team Managers, monitor KPIs, and ensure high-quality customer experiences while building strong client partnerships.

You will coach leaders, perform regular reviews, and promote an engaged workforce, aligning with IBEX culture. The role covers cross-functional collaboration across Workforce, QA, IT, and HR to sustain performance.

Qualifications

• Minimum of 4 years of leadership experience in a BPO or Contact Center.
• Experience leading multiple Team Managers and large-scale operations.
• Experience managing client relationships and conducting business reviews.

Responsibilities

• Lead day-to-day operations to achieve contractual service levels and business objectives.
• Drive performance against KPIs including CSAT, quality, productivity, attendance, and financial targets.
• Monitor performance via dashboards and reviews; implement corrective actions as needed.
• Lead, coach, and develop Team Managers; conduct performance reviews and succession planning.
• Partner with Workforce Management, Recruitment, HR, IT, and Quality Assurance for success.

Skills

Leadership

Stakeholder management

Analytical thinking

People development

Change management

Communication

Financial acumen

Cross-functional collaboration

Customer focus

Tools

Microsoft Excel

PowerPoint

Operational reporting tools

Job description

IBEX Global Solutions (Philippines) Inc. is seeking an Operations Manager to lead client programs and drive operational excellence. You will oversee Team Managers, monitor KPIs, and ensure high-quality customer experiences while building strong client partnerships.

You will coach leaders, perform regular reviews, and promote an engaged workforce, aligning with IBEX culture. The role covers cross-functional collaboration across Workforce, QA, IT, and HR to sustain performance.