Operations Manager | POOLING

IBEX Global Solutions (Philippines) Inc.; Bohol; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking an Operations Manager to lead client programs, drive operational excellence, and deliver outstanding customer experiences. You will oversee Team Managers, align KPIs, and build strong client partnerships.

The role involves cross-functional leadership, performance management, and continuous improvement, with on-site work in Tagbilaran, Bohol. Bring 4+ years in BPO leadership and a track record of scaling operations.

Qualifications

• Bachelor's degree in a related field is required.
• Minimum 4 years in leadership within BPO/Contact Center.
• At least 2 years as an Operations Manager or similar role.

Responsibilities

• Lead day-to-day operations and achieve service levels and business objectives.
• Coach and develop Team Managers; conduct performance reviews and succession planning.
• Maintain strong client relationships and present performance insights.
• Analyze trends and drive improvements in efficiency, quality, and CX.
• Develop action plans, address gaps, and implement preventive actions.
• Manage program profitability and budgeting alignment with goals.
• Collaborate with cross-functional teams to ensure operational success.
• Ensure compliance with policies, client requirements, and regulations.

Skills

Leadership

Stakeholder management

Analytical thinking

People development

Communication

Excel

PowerPoint

Operational reporting

Education

Bachelor's Degree in Business Administration, Management, Information Technology, Communications, or related

Tools

Microsoft Excel

PowerPoint

Reporting tools

Job description

Position Summary

The Operations Manager is responsible for leading one or more client programs by driving operational excellence, achieving business objectives, and delivering exceptional customer experiences. This role oversees Team Managers, ensures consistent achievement of key performance indicators (KPIs), fosters employee engagement and builds strong client partnerships.

Key Responsibilities

Operational Leadership

• Lead the day-to-day operations of assigned program(s) to consistently achieve contractual service levels and business objectives.

• Drive performance against key operational metrics including Service Level, Customer Satisfaction (CSAT), Quality, Productivity, Attendance, Attrition, and Financial targets.

• Monitor operational performance through dashboards, scorecards, and business reviews, implementing corrective actions when necessary.

• Ensure operational readiness for new program launches, ramp-ups, business transitions, and seasonal volume changes.

• Promote a culture of operational excellence and continuous improvement across all levels.

People Leadership

• Lead, coach, and develop Team Managers to maximize team performance and leadership capability.

• Conduct regular performance reviews, coaching sessions, calibration meetings, and succession planning activities.

• Build a highly engaged workforce through recognition programs, employee development, and career progression initiatives.

• Foster an inclusive, collaborative, and high-performance work environment aligned with IBEX culture.

• Address employee relations concerns promptly in partnership with Human Resources.

Client Management

• Establish and maintain strong relationships with clients as a trusted operational partner.

• Participate in client business reviews, governance meetings, and strategic planning discussions.

• Present operational performance, business insights, improvement initiatives, and action plans to internal and external stakeholders.

• Ensure client expectations are consistently met or exceeded while identifying opportunities for business growth.

Performance Management

• Analyze operational trends to identify opportunities for improving efficiency, quality, and customer experience.

• Develop action plans to address performance gaps and ensure sustainable improvements.

• Lead root cause analysis and implement preventive and corrective actions for recurring operational issues.

• Drive accountability across leadership teams through structured performance management processes.

Financial Management

• Manage program profitability through effective resource planning, productivity management, and expense control.

• Monitor staffing requirements, shrinkage, overtime, and utilization to optimize operational efficiency.

• Support budgeting, forecasting, and financial planning activities.

• Ensure operational decisions align with financial goals while maintaining service excellence.

Workforce & Cross-Functional Collaboration

• Partner closely with Workforce Management, Recruitment, Learning & Development, Quality Assurance, IT, Human Resources, Facilities, and other support functions to ensure operational success.

• Support hiring strategies, workforce planning, and talent development initiatives.

• Ensure operational compliance with company policies, client requirements, and regulatory standards.

Continuous Improvement

• Champion Lean thinking and continuous improvement initiatives to enhance productivity, quality, and customer satisfaction.

• Encourage innovation by identifying automation opportunities and process enhancements.

• Lead change management initiatives to support evolving business needs.

Compliance & Risk Management

• Ensure compliance with IBEX policies, client contractual obligations, data privacy requirements, and applicable Philippine labor regulations.

• Maintain a safe, secure, and compliant work environment.

• Manage operational risks through proactive planning and mitigation strategies.

Qualifications

Education

• Bachelor's Degree in Business Administration, Management, Human Resources, Information Technology, Communications, or a related field.

Experience

• Minimum of 4 years of leadership experience in a BPO or Contact Center environment.

• At least 2 years of experience as an Operations Manager or equivalent leadership role.

• Proven experience managing multiple Team Managers and large-scale operations.

• Experience supporting voice, non-voice, back-office, technical support, sales, or blended programs is preferred.

• Experience managing client relationships and conducting business reviews.

Knowledge & Skills

• Strong understanding of contact center operations and key performance metrics.

• Demonstrated ability to drive operational excellence and business results.

• Excellent leadership, coaching, and people development skills.

• Strong analytical and problem-solving capabilities.

• Effective stakeholder management and client relationship skills.

• Excellent verbal, written, and presentation communication skills.

• Strong financial acumen including forecasting, budgeting, and cost management.

• Ability to influence cross-functional teams and drive organizational change.

• Advanced proficiency in Microsoft Excel, PowerPoint, and operational reporting tools.

• Familiarity with workforce management concepts, quality systems, and performance analytics.

Desired

• Amenable to work in GY schedule

• Willing to work on-site at Tagbilaran, Bohol

• Can start ASAP