Operations Lead — Inbound Sales & Team Growth

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

Job summary

ibex is seeking an Operations Manager to supervise a non-exempt team, drive performance, and ensure service levels align with client expectations. You will lead team leaders, monitor attendance, and manage day-to-day operations across the account to deliver quality service.

The role requires strong leadership, communication, and a solid background in customer service and sales, with proven ability to meet productivity targets and maintain client relations. A split-day schedule may be required.

Qualifications

• Bachelor’s degree preferred
• 2+ years as Operations/Program Manager in inbound sales telecom
• Excellent communications skills
• Strong customer service and sales background
• Good leadership and interpersonal skills
• No escalation or corrective documentation in past 3 months
• Role model leadership by example
• Professional demeanor
• Up-to-date management and employee motivation
• Sense of urgency and responsibility
• Understanding of KPIs and driving behavior

Responsibilities

• Supervise, lead and inspire your team to meet/exceed sales
• Develop all team leads for top performance
• Monitor staff for development needs and performance
• Manage accounts and related issues daily
• Provide training and conduct regular appraisals
• Monitor, measure, and analyze data to improve call centre performance
• Address performance/attendance issues per policy
• Handle staffing and hiring responsibilities
• Maintain employee records for reports
• Review CMS stats daily and give feedback
• Provide subject matter expertise
• Ensure subordinate training needs are met
• Modify operations to meet SLAs under supervision
• Complete client-related training
• Resolve escalated customer issues
• Hold regular team meetings with direct reports
• Communicate process/client changes timely

Education

Bachelor’s degree (any field)

AT&T certification

Job description

ibex is seeking an Operations Manager to supervise a non-exempt team, drive performance, and ensure service levels align with client expectations. You will lead team leaders, monitor attendance, and manage day-to-day operations across the account to deliver quality service.

The role requires strong leadership, communication, and a solid background in customer service and sales, with proven ability to meet productivity targets and maintain client relations. A split-day schedule may be required.