Ops Leader – Call Center Excellence (Davao)

ibex; Davao City; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

ibex in the Philippines is seeking an Operations Manager to supervise non-exempt teams, assign work, monitor attendance, and drive performance in inbound sales. You will shape training, appraisal processes, and mentor team leaders to deliver high-quality client services.

This role emphasizes productivity, adherence to service levels, and proactive issue resolution, with emphasis on collaboration with clients and maintaining corporate policies.

Qualifications

• Bachelor’s degree preferred.
• At least 2 years experience as an Operations/Program Manager in inbound sales telecommunications.
• 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 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

Skills

Excellent communications skills

Strong customer service

Sales background

Leadership

Interpersonal skills

Sense of urgency

Education

Bachelor’s degree

Job description

ibex in the Philippines is seeking an Operations Manager to supervise non-exempt teams, assign work, monitor attendance, and drive performance in inbound sales. You will shape training, appraisal processes, and mentor team leaders to deliver high-quality client services.

This role emphasizes productivity, adherence to service levels, and proactive issue resolution, with emphasis on collaboration with clients and maintaining corporate policies.