Operations Manager for US Telco

Ibex Limited; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Ibex Limited in Manila is seeking an Operations Manager to supervise day-to-day non-exempt teams, assign work, monitor attendance and support performance appraisals in line with policies.

You will drive service levels, develop team leads, manage staffing, analyze data, address escalations, and communicate process changes to staff on a regular basis.

Qualifications

• Bachelor’s degree (any field) preferred.
• At least 2 years experience as an Operations/Program Manager.
• Understanding of key performance indicators and driving behavior.
• Strong communication, leadership and time-management skills.

Responsibilities

• Manage the performance of team leaders and representatives to meet client quality and performance goals.
• Ensure optimum productivity and service levels are maintained.
• Maintain excellent client relationships and drive continuous service improvements.
• Develop team leads to ensure top performance.
• Handle day-to-day account management and related issues.
• Monitor, measure, report and analyze data to improve call centre performance.
• Identify and resolve performance/attendance issues using performance management techniques.
• Staffing and hiring responsibilities.
• Provide Subject Matter Expertise.
• Hold regular team meetings with direct reports.
• Communicate process and client changes promptly to staff.

Skills

Excellent communication

Customer service

Leadership

Time management

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