Operations Manager | Davao-Felcris

IBEX Global Solutions (Philippines) Inc.; Davao City; On-site; PHP 600,000 - 900,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. in Davao City is seeking an Operations Manager to supervise day-to-day activities of the call center team, assign workloads, monitor attendance, and drive performance in line with client expectations.

The role emphasizes leadership, training, and appraisal of team leads, along with data-driven performance analysis to maintain service levels and excellent client relations.

Qualifications

• Bachelor's degree or higher preferred.
• Minimum 2 years as Operations/Program Manager in Call Center/BPO.
• Excellent communications skills.
• Strong customer service background.
• Proven leadership and interpersonal abilities.
• Understanding of KPIs and performance improvement.

Responsibilities

• Supervise daily non-exempt teams and monitor attendance.
• Assign work, manage performance, and conduct appraisals.
• Develop team leads to drive top performance.
• Monitor and analyze data to improve call center performance.
• Address issues and resolve escalated customer concerns.
• Staffing, hiring, and maintaining records.
• Communicate changes to staff and implement training.
• Ensure service levels meet client requirements.

Skills

Leadership

Communication

Call center experience

Customer service

Performance management

Education

Bachelor's degree

Job description

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. He/She will also be responsible for managing 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. He/She will ensure optimum productivity and service level goals are maintained at all times. Will also maintain an excellent working relationship with clients while continuously strive to improve the level of overall service provided.

Responsibilities:

• Manage, lead and inspire your team to ensure they regularly meet/exceed sales
• Develop all team leads to ensure top performance
• Monitor all staff to assess developmental needs, to improve performance
• Day to day management of account and related issues
• Help provide training and development and conduct regular appraisals with team
• Monitor, measure, report & analyze data to improve call centre performance
• Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.
• Monitor and take action on TKS, personnel and payroll issues.
• Conduct performance appraisals annually.
• Responsible for staffing and hiring.
• Maintain current employee records on direct reports.
• Review CMS statistics on a daily basis and provide constructive feedback.
• Provide Subject Matter Expertise.
• Ensure training needs of subordinates are met.
• Modify operations as needed to meet service level agreements under supervision of Operations Manager.
• Successfully complete all client related training.
• Resolve escalated customer issues.
• Hold team meetings on a regular basis with direct reports.
• Communicate all process and client changes to direct reports within specific timeliness
• Promote the use of all center communication tools.

Requirements:

• Bachelor’s degree (any field) is preferred
• At least 2 years' experience as an Operations/Program Manager in Call Center/BPO setting
• Excellent communications skills
• Strong customer service background
• Good leadership and interpersonal skills
• Role Model (leadership by example)
• Professional demeanor
• Up to date management skills and understanding of employee motivation
• Sense of urgency and responsibility
• Understanding of key performance indicators including the working knowledge to drive appropriate behavior

Desired:

• Willing to work on-site in Davao-Felcris
• Can start ASAP