Operations Manager: Team Performance and Growth

ibex; Philippines; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

ibex is seeking an Operations Manager in the Philippines to oversee day-to-day supervision of non-exempt teams, assign work, monitor attendance, and support performance appraisals in line with policy and legal requirements.

You will lead team leaders, drive productivity, and maintain service levels while fostering strong client relationships and ensuring quality outcomes across the contact center.

Qualifications

• Bachelor’s degree (any field) preferred.
• 2+ years experience as Operations/Program Manager in inbound sales telecommunications account.
• Excellent communications skills.
• Strong customer service and sales background.
• Good leadership and interpersonal skills.
• Must have passed AT&T certification (for internals).
• No escalation or corrective documentation issued in the past 3 months.

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 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

Skills

Team leadership

Communication skills

Customer service

Sales background

Interpersonal skills

Education

Bachelor’s degree (any field)

Tools

AT&T certification

Job description

ibex is seeking an Operations Manager in the Philippines to oversee day-to-day supervision of non-exempt teams, assign work, monitor attendance, and support performance appraisals in line with policy and legal requirements.

You will lead team leaders, drive productivity, and maintain service levels while fostering strong client relationships and ensuring quality outcomes across the contact center.