Operations Manager — Call Center & Team Development

ibex; Muntinlupa; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

ibex is seeking an Operations Manager in the Philippines to supervise day-to-day non-exempt operations, guide team leads and representatives, and ensure productivity and service levels align with client expectations. You will partner with clients, train staff, and uphold corporate policies while driving performance improvements.

The role emphasizes leadership, performance management, and effective communication to deliver high-quality service and client satisfaction within a fast-paced call

Qualifications

• Bachelor’s degree (any field) is preferred.
• at least 2 years experience as an Operations/Program Manager in inbound sales/telecommunications.
• excellent communications skills.
• strong customer service and sales background.
• good leadership and interpersonal skills.
• must have AT&T certification (for internal candidates)
• no escalation or corrective documentation in the past 3 months
• role model (leadership by example)
• professional demeanor
• up-to-date management skills and understanding of employee motivation
• sense of urgency with the ability to drive performance and KPIs
• willing to work split day-off schedule

Responsibilities

• Supervise, lead and inspire the team to meet or exceed sales targets.
• Develop all team leads for top performance.
• Monitor staff to assess development needs and improve performance.
• Day-to-day management of account and related issues.
• Provide training and conduct regular appraisals with the team.
• Monitor, measure, and analyze data to improve call center performance.
• Address performance/behavior/attendance issues using PM techniques.
• Handle staffing and payroll issues as needed.
• Conduct annual performance appraisals.
• Staffing and hiring responsibilities.
• Maintain current employee records for direct reports.
• Review CMS statistics daily and provide feedback.
• Provide subject matter expertise.
• Ensure subordinates' training needs are met.
• Modify operations to meet service levels under supervision.

Skills

Team leadership

Communication skills

Customer service

Sales

Performance management

Problem solving

Staff development

Education

Bachelor's degree

Job description

ibex is seeking an Operations Manager in the Philippines to supervise day-to-day non-exempt operations, guide team leads and representatives, and ensure productivity and service levels align with client expectations. You will partner with clients, train staff, and uphold corporate policies while driving performance improvements.

The role emphasizes leadership, performance management, and effective communication to deliver high-quality service and client satisfaction within a fast-paced call