Operations Leader: Team Performance & Service Excellence

ibex; Pasig; On-site; PHP 893,000 - 1,228,000; Full time

Job summary

ibex in the Philippines seeks 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 and quality for client services while coordinating training and development of team leads.

The role requires strong leadership, excellent communication, and the ability to manage escalations, with a focus on delivering superior customer service and operating efficiency.

Qualifications

• Knowledge of employee motivation and performance indicators; managing teams effectively.
• Understanding of KPIs and using data to drive behavior and results.

Responsibilities

• Manage performance of team leaders and representatives to meet client expectations and align with company policies.
• Ensure optimum productivity and service levels are maintained at all times.
• Maintain strong client relationships and continuously improve overall service delivery.
• Develop team leads to achieve top performance.
• Oversee day-to-day account management and related issues.
• Monitor, measure, and analyze data to improve call centre performance.
• Identify and resolve performance/behavior/attendance issues using PM techniques.
• Staffing and hiring responsibilities.
• Provide subject matter expertise.
• Hold regular team meetings with direct reports.
• Communicate process and client changes to the team in a timely manner.

Skills

Communication

Customer service

Leadership

Interpersonal skills

Education

Bachelor’s degree

Job description

ibex in the Philippines seeks 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 and quality for client services while coordinating training and development of team leads.

The role requires strong leadership, excellent communication, and the ability to manage escalations, with a focus on delivering superior customer service and operating efficiency.