Operations Manager - Inbound Sales & Team Leadership

ibex; Quezon City; Sur place; PHP 600 000 - 1 000 000; Plein temps

Résumé du poste

ibex is seeking an Operations Manager in the Philippines (Metro Manila, Quezon City) to supervise day-to-day non-exempt teams handling inbound sales accounts. You will lead, train, and evaluate team leaders, ensuring adherence to performance and service level goals while maintaining strong client relationships.

The role emphasizes staff development, performance appraisals, and consistent delivery of quality services, with focus on meeting client expectations and corporate policies.

Qualifications

• Bachelor’s degree (any field) is preferred.
• Excellent communications skills.
• Strong customer service and sales background.
• Good leadership and interpersonal skills.
• Willing to work on a split day-off schedule.

Responsabilités

• Supervise, 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

Connaissances

Communication skills

Customer service

Leadership

Interpersonal skills

Sales background

Formation

Bachelor’s degree

Description du poste

ibex is seeking an Operations Manager in the Philippines (Metro Manila, Quezon City) to supervise day-to-day non-exempt teams handling inbound sales accounts. You will lead, train, and evaluate team leaders, ensuring adherence to performance and service level goals while maintaining strong client relationships.

The role emphasizes staff development, performance appraisals, and consistent delivery of quality services, with focus on meeting client expectations and corporate policies.