Operations Manager - Lead, Analyze & Elevate Call Center

Ibex Global; Philippines; On-site; PHP 320,000 - 420,000; Full time

Job summary

Ibex Global in Quezon City, Philippines is seeking an Operations Manager to lead team leaders and their representatives, ensuring service quality and client satisfaction while aligning with corporate policies. You will oversee day-to-day operations and drive KPI performance.

The role requires a Bachelor's degree and at least 2 years in an operations/program management position, strong leadership, communication, and organizational skills, and the ability to manage staffing, reporting, and process

Qualifications

• Bachelor's degree preferred.
• At least 2 years of experience as an Operations/Program Manager.
• Knowledge of KPIs and performance management.

Responsibilities

• Manage team leaders and representatives to meet client performance and quality goals.
• Maintain optimum productivity and service level goals.
• Develop team leads to ensure top performance.
• Staffing and hiring responsibilities.
• Analyze data to improve call centre performance.
• Communicate process and client changes to staff.

Skills

Communication skills

Customer service

Leadership

Interpersonal skills

Organizational skills

Time management

Education

Bachelor's degree

Job description

Ibex Global in Quezon City, Philippines is seeking an Operations Manager to lead team leaders and their representatives, ensuring service quality and client satisfaction while aligning with corporate policies. You will oversee day-to-day operations and drive KPI performance.

The role requires a Bachelor's degree and at least 2 years in an operations/program management position, strong leadership, communication, and organizational skills, and the ability to manage staffing, reporting, and process