Operations Manager: Lead & Elevate Call Center

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

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.