Operations Manager: Lead Teams, Split-Shift Call Center

Ibex Limited; Bohol; On-site; PHP 600,000 - 900,000; Full time

Job summary

Ibex Limited in the Philippines seeks an Operations Manager to supervise non-exempt teams, assign work, monitor attendance and support performance appraisals. You will lead team leaders and ensure service levels meet client requirements while aligning with corporate policies.

The role emphasizes staffing, training, data analysis, and continuous improvement in call center operations to deliver quality services for clients like AT&T.

Qualifications

• Excellent communications skills.
• Strong customer service and sales background.
• Good leadership and interpersonal skills.
• Role models and professional demeanor.
• Understanding of KPIs and performance improvement.

Responsibilities

• Supervise, lead and inspire your team to ensure they regularly meet/exceed sales.
• 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 conduct regular appraisals with the team.
• Monitor, measure, report and analyze data to improve call centre performance.
• Address performance/behavior/attendance issues using PM techniques.
• Handle staffing and payroll issues as needed.
• Conduct annual performance appraisals.
• Staffing and hiring responsibilities.
• Maintain employee records for direct reports.
• Review CMS statistics daily and provide feedback.
• Provide Subject Matter Expertise.
• Ensure subordinates’ training needs are met.
• Modify operations to meet SLAs under supervision of Operations Manager.
• Complete client related training.
• Resolve escalated customer issues.
• Hold regular team meetings with direct reports.
• Communicate process and client changes promptly to the team.

Skills

Excellent communications

Strong customer service

Sales background

Leadership

Interpersonal skills

Education

Bachelor’s degree (any field)

Job description

Ibex Limited in the Philippines seeks an Operations Manager to supervise non-exempt teams, assign work, monitor attendance and support performance appraisals. You will lead team leaders and ensure service levels meet client requirements while aligning with corporate policies.

The role emphasizes staffing, training, data analysis, and continuous improvement in call center operations to deliver quality services for clients like AT&T.