Operations Manager - Call Center & Team Performance

ibex; Quezon City; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Ibex is seeking an Operations Manager to supervise a non-exempt call centre team, assign work, monitor attendance, and contribute to performance appraisals within policy guidelines.

You will drive coaching for team leads, monitor service levels, analyze data to improve efficiency, and maintain strong client relationships while aligning with corporate guidelines. A flexible schedule and cross-functional collaboration are essential in this fast-paced environment.

Qualifications

• Bachelor’s degree preferred.
• Minimum 2 years as Operations/Program Manager.

Responsibilities

• Supervise non-exempt work group, assign tasks, monitor attendance.
• Lead performance appraisal and develop staff per policies.
• Maintain productivity and service levels to meet client goals.
• Develop team leads for top performance.
• Staffing and hiring responsibilities.
• Monitor, analyze data to improve call centre performance.
• Identify and resolve performance/attendance issues using PM techniques.
• Communicate process and client changes timely.

Skills

Communication

Customer Service

Leadership

Time Management

Education

Bachelor’s degree (any field) preferred

Job description

Ibex is seeking an Operations Manager to supervise a non-exempt call centre team, assign work, monitor attendance, and contribute to performance appraisals within policy guidelines.

You will drive coaching for team leads, monitor service levels, analyze data to improve efficiency, and maintain strong client relationships while aligning with corporate guidelines. A flexible schedule and cross-functional collaboration are essential in this fast-paced environment.