Retail Operations Manager – Lead, Improve Service & Sales

ibex; Philippines; On-site; PHP 80,000 - 110,000; Full time

Job summary

ibex in the Philippines seeks an Operations Manager to supervise non-exempt teams, assign work, monitor attendance, and guide performance appraisals in line with company policy. You will oversee team leaders and ensure service levels meet client requirements while maintaining strong client relationships.

Responsibilities include staff development, training, data analysis to optimize call centre performance, and managing staffing and hiring.

Qualifications

• Bachelor’s degree (any field) is preferred.
• Minimum 2 years in an Operations/Program Manager role in inbound sales.
• Excellent communications and customer service skills.
• Strong leadership and interpersonal abilities.
• AT&T certification is required for internal applicants.

Responsibilities

• Supervise and lead the team to meet/exceed sales targets.
• Develop team leads to drive top performance.
• Monitor staff for developmental needs and performance.
• Manage day-to-day account operations and issues.
• Provide training, conduct regular appraisals, and track performance.
• Analyze data to improve call centre performance.
• Identify and address attendance, performance, and behavior issues.

Skills

Leadership

Communication

Customer service

Sales

Interpersonal skills

Attendance tracking

Performance management

Data analysis

Education

Bachelor's degree (any field)

AT&T certification

Tools

AT&T certification

Job description

ibex in the Philippines seeks an Operations Manager to supervise non-exempt teams, assign work, monitor attendance, and guide performance appraisals in line with company policy. You will oversee team leaders and ensure service levels meet client requirements while maintaining strong client relationships.

Responsibilities include staff development, training, data analysis to optimize call centre performance, and managing staffing and hiring.