Operations Manager — Lead & Optimize Call Center

ibex; Philippines; On-site; PHP 446,000 - 781,000; Full time

Job summary

ibex in the Philippines seeks an Operations Manager to supervise non-exempt teams, assign work, monitor attendance, and contribute to performance appraisals. You will drive productivity, maintain client relations, and align with corporate policies while delivering high-quality services.

You will develop team leads, monitor performance, and manage day-to-day account issues, ensuring service levels and client satisfaction. A strong leadership and customer-service background is essential.

Qualifications

• Bachelor’s degree in any field preferred.
• Minimum 2 years’ experience as Operations/Program Manager in inbound sales (telecommunications).
• Excellent communications skills.
• Strong customer service and sales background.
• Good leadership and interpersonal skills.

Responsibilities

• Supervise, lead and inspire your team to meet/exceed sales targets.
• Develop all team leads to ensure top performance.
• Monitor staff to assess developmental needs and improve performance.
• Day-to-day management of account and related issues.
• Provide training and development and conduct regular appraisals with team.
• Monitor, measure, report and analyze data to improve call centre performance.
• Address performance/behavior/attendance issues using performance management techniques.
• Handle staffing and hiring; maintain employee records.
• Review CMS statistics daily and provide constructive feedback.
• Provide subject matter expertise and ensure subordinates’ training needs are met.
• Modify operations to meet service level agreements under supervision of Operations Manager.
• Complete client-related training and resolve escalated customer issues.
• Hold regular team meetings and communicate process changes to direct reports.

Skills

Communication skills

Customer service

Leadership

Urgency & accountability

KPIs & performance

Education

Bachelor’s degree

Job description

ibex in the Philippines seeks an Operations Manager to supervise non-exempt teams, assign work, monitor attendance, and contribute to performance appraisals. You will drive productivity, maintain client relations, and align with corporate policies while delivering high-quality services.

You will develop team leads, monitor performance, and manage day-to-day account issues, ensuring service levels and client satisfaction. A strong leadership and customer-service background is essential.