Operations Manager

ibex; Quezon City; On-site; PHP 500,000 - 800,000; Full time

Job summary

ibex is seeking an Operations Manager in Quezon City, Philippines. The successful candidate will be responsible for managing a non-exempt work group, ensuring optimum productivity, and maintaining client relationships while leading a team to achieve quality service objectives. Preferred qualifications include a Bachelor's degree and at least 2 years of experience in operations management. The role requires excellent communication, leadership, and organizational skills, with the ability to work flexible schedules.

Qualifications

• Up to date management skills and understanding of employee motivation.
• Understanding of key performance indicators to drive behavior.
• Ability to apply knowledge of accounts business and technology.

Responsibilities

• Manage the performance of team leaders to meet client needs.
• Ensure optimum productivity and service level goals.
• Maintain relationships with clients to improve service levels.
• Monitor and analyze call center performance.
• Responsible for staffing and hiring.
• Hold regular team meetings to communicate changes.

Skills

Communication skills

Customer Service skills

Leadership skills

Organizational skills

Time management skills

Education

Bachelor’s degree (any field)

Job description

Overview

The Operations Manager is responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.

Responsibilities

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