Operations Lead: Call Center & Sales Performance

ibex; Metro Manila; On-site; PHP 670,000 - 1,339,000; Full time

Job summary

ibex in the Philippines is seeking an Operations Manager to supervise non-exempt work groups, assign tasks, monitor attendance, and drive performance appraisals in line with company policies. You will also manage team leaders, ensure service levels, and maintain strong client relationships while pushing for productivity improvements.

The role emphasizes training, data-driven performance monitoring, and staffing to meet client needs, with a focus on quality, compliance, and operational efficiency.

Qualifications

• Bachelor’s degree (any field) 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.
• Willing to work on a split day-off schedule.

Responsibilities

• Supervise, lead and inspire team to meet/exceed sales.
• Develop team leads to ensure 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 and analyze data to improve call centre performance.
• Address performance/behavior/attendance issues using PM techniques.
• Handle staffing and hiring responsibilities.
• Maintain employee records on direct reports.
• Review CMS statistics and provide feedback.
• Provide Subject Matter Expertise.
• Ensure training needs of subordinates are met.
• Adapt operations to meet service level agreements under supervision.
• Complete client-related training.
• Resolve escalated customer issues.
• Hold regular team meetings with direct reports.

Skills

Communications

Customer service

Sales background

Leadership

Interpersonal skills

KPI understanding

Split day-off schedule

Education

Bachelor's degree (any field)

Job description

ibex in the Philippines is seeking an Operations Manager to supervise non-exempt work groups, assign tasks, monitor attendance, and drive performance appraisals in line with company policies. You will also manage team leaders, ensure service levels, and maintain strong client relationships while pushing for productivity improvements.

The role emphasizes training, data-driven performance monitoring, and staffing to meet client needs, with a focus on quality, compliance, and operational efficiency.