Operations Manager - Inbound Sales & Team Leadership

ibex; Tagbilaran; On-site; PHP 600,000 - 900,000; Full time

Job summary

ibex in the Philippines seeks an Operations Manager to supervise non-exempt teams, assign work, and monitor attendance while aligning performance with client and company policies. The role develops team leads, drives productivity, analyzes service levels, and handles staffing and training to maintain exceptional client relationships and quality standards.

Required: degree, 2+ years in inbound sales operations, strong leadership and communication, and AT&T certification.

Qualifications

• Bachelor’s degree (any field) 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 passed AT&T certification (for internals).
• No escalation or corrective documentation issued in the past 3 months.
• Role Model (leadership by example).
• Understanding of KPIs and motivation driving appropriate behavior.
• Willing to work on a split day-off schedule.

Responsibilities

• 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

Skills

Communication

Customer service

Sales

Leadership

Interpersonal skills

Education

Bachelor’s degree (any field)

AT&T certification

Job description

ibex in the Philippines seeks an Operations Manager to supervise non-exempt teams, assign work, and monitor attendance while aligning performance with client and company policies. The role develops team leads, drives productivity, analyzes service levels, and handles staffing and training to maintain exceptional client relationships and quality standards.

Required: degree, 2+ years in inbound sales operations, strong leadership and communication, and AT&T certification.