Operations Manager

Ibex Global; Philippines; On-site; PHP 320,000 - 420,000; Full time

Job summary

Ibex Global in Quezon City, Philippines is seeking an Operations Manager to lead team leaders and their representatives, ensuring service quality and client satisfaction while aligning with corporate policies. You will oversee day-to-day operations and drive KPI performance.

The role requires a Bachelor's degree and at least 2 years in an operations/program management position, strong leadership, communication, and organizational skills, and the ability to manage staffing, reporting, and process

Qualifications

• Bachelor's degree preferred.
• At least 2 years of experience as an Operations/Program Manager.
• Knowledge of KPIs and performance management.

Responsibilities

• Manage team leaders and representatives to meet client performance and quality goals.
• Maintain optimum productivity and service level goals.
• Develop team leads to ensure top performance.
• Staffing and hiring responsibilities.
• Analyze data to improve call centre performance.
• Communicate process and client changes to staff.

Skills

Communication skills

Customer service

Leadership

Interpersonal skills

Organizational skills

Time management

Education

Bachelor's degree

Job description

Operations Manager

Company : Ibex Global
Job Type : Full Time
Quezon City, Philippines

Job Description - Operations Manager

DUTIES AND RESPONSIBILITIES:

• Manage the performance of the team leaders and their representatives in providing quality services to meet performances and quality needs of clients while supporting the goals of the organization and remaining consistent with corporate policies, procedures and philosophies
• Ensure optimum productivity and service level goals are maintained at all times
• Maintain an excellent working relationship with clients while continuously strive to improve the level of overall service provided.
• Develop all team leads to ensure top performance
• Day to day management of account and related issues
• Monitor, measure, report & analyze data to improve call centre performance
• Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques
• Responsible for staffing and hiring
• Provide Subject Matter Expertise
• Hold team meetings on a regular basis with direct reports.
• Communicate all process and client changes to direct reports within specific timeliness

Qualifications

Knowledge

• Up to date management skills and understanding of employee motivation
• Understanding of key performance indicators including the working knowledge to drive appropriate behavior

Skills

• Excellent communication skills
• Strong Customer Service skills
• Excellent Leadership and Interpersonal skills
• Effective organizational skills and time management skills

Abilities

• Ability to apply knowledge of accounts business, technology and processes to manage escalations and lead more junior team members.
• Ability to problem solve independently and make fast but high quality decisions
• Ability to create, interpret and analyze reports
• Ability to exhibit professionalism
• Ability to drive for results and motivate others in order to meet organizational goals, expectations and requirements of internal and external customers
• Ability to work a flexible schedule (graveyard/shifting schedule)

Education/Experience:

• Bachelor’s degree (any field) is preferred
• At least has 2 years of experience as an Operations/Program Manager