Operations Manager | Paranaque

IBEX Global Solutions (Philippines) Inc.; Naga; On-site; PHP 600,000 - 900,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking an Operations Manager to supervise daily non-exempt teams, assign work, monitor attendance, and drive performance in line with client SLAs.

You will oversee team leaders, coach staff, and ensure quality service delivery across accounts while aligning with company policies. The role requires a Bachelor’s degree (any field) and at least 2 years in a BPO Operations/Program Manager role, with strong communication, leadership, and KPI knowledge.

Qualifications

• Bachelor’s degree preferred.
• At least 2 years' experience as an Operations/Program Manager in a BPO setting.
• Excellent communications skills.
• Strong customer service and sales background.
• Good leadership and interpersonal skills.
• Role Model (leadership by example).
• Professional demeanor.
• Up to date management skills and understanding of employee motivation.
• Sense of urgency and responsibility.
• Understanding of key performance indicators including the working knowledge to drive appropriate behavior.
• Amenable to work on GY shift.
• Willing to work on-site in IBEX PQ.

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, to improve performance.
• Day to day management of account and related issues.
• Provide training and development and conduct regular appraisals with team.
• Monitor, analyze data to improve call centre performance.
• Address performance/attendance issues per policy.
• Manage staffing and payroll issues.
• Conduct annual performance appraisals.
• Staffing and hiring responsibilities.
• Maintain employee records for direct reports.
• Review CMS stats daily and provide feedback.
• Provide subject matter expertise.
• Ensure training needs of subordinates are met.
• Modify operations to meet SLAs under supervision.
• Complete client related training.
• Resolve escalated customer issues.
• Hold regular team meetings.
• Communicate process and client changes timely.
• Promote use of center communication tools.

Skills

Excellent communication

Customer service

Leadership

Interpersonal skills

Professional demeanor

Employee motivation

KPI knowledge

Urgency and responsibility

Shift flexibility

On-site work readiness

Education

Bachelor’s degree (any field)

Job description

The Operations Manager is responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements. He/She will also be responsible for managing the performance of the team leaders and their representatives in providing quality services to meet performances and quality needs of clients while supporting the goals of the organization and remaining consistent with corporate policies, procedures and philosophies. He/She will ensure optimum productivity and service level goals are maintained at all times. Will also maintain an excellent working relationship with clients while continuously strive to improve the level of overall service provided.

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

• Promote the use of all center communication tools.

Requirements:

• Bachelor’s degree (any field) is preferred

• At least 2 years' experience as an Operations/Program Manager in BPO setting

• Excellent communications skills

• Strong customer service and sales background

• Good leadership and interpersonal skills

• Role Model (leadership by example)

• Professional demeanor

• Up to date management skills and understanding of employee motivation

• Sense of urgency and responsibility

• Understanding of key performance indicators including the working knowledge to drive appropriate behavior

• Amenable to work on GY shift

• Willing to work on-site in IBEX PQ