Operations Leader: Inbound Sales & Retail Accounts

IBEX Global Solutions (Philippines) Inc.; Bohol; On-site; PHP 600,000 - 800,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking an Operations Manager to supervise non-exempt teams, assign work, monitor attendance, and support performance appraisals in line with company policies.

You will drive productivity, ensure service level goals, maintain client relationships, lead team leads, and oversee training, development, and daily operations to sustain high-quality call center services.

Qualifications

• Bachelor’s degree (any field) preferred.
• At least 2 years experience as an Operations/Program Manager in inbound telecommunications.
• 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.

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 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 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

Skills

Communications

Leadership

Customer service

Sales experience

Education

Bachelor’s degree (any field)

Tools

AT&T certification

Job description

IBEX Global Solutions (Philippines) Inc. is seeking an Operations Manager to supervise non-exempt teams, assign work, monitor attendance, and support performance appraisals in line with company policies.

You will drive productivity, ensure service level goals, maintain client relationships, lead team leads, and oversee training, development, and daily operations to sustain high-quality call center services.