Senior Call Center Operations Leader

IBEX Global Solutions (Philippines) Inc.; Muntinlupa; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking an Operations Manager responsible for supervising non-exempt teams, assigning work, and monitoring attendance in line with company policy.

You will supervise team leaders, drive performance improvements, and maintain client service levels while aligning with corporate practices and training initiatives. Strong leadership and communication are essential for success in this role.

Qualifications

• Bachelor’s degree in any field.
• 2+ years of experience as Operations/Program Manager in inbound sales telecommunications.
• Excellent communication skills.
• Strong customer service and sales background.
• Good leadership and interpersonal skills.
• AT&T certification (for internal applicants).
• No escalations or corrective documentation in the past 3 months.
• Role model leadership and professional demeanor.
• Up-to-date management skills and motivation to drive performance.
• Willing to work split day-off schedule.

Responsibilities

• Supervise, lead and inspire team to meet/exceed sales.
• Develop team leads for top performance.
• Monitor staff for development needs and performance.
• Manage day-to-day accounts and related issues.
• Provide training and conduct regular performance appraisals.
• Analyze data to improve call centre performance.
• Address performance/behavior/attendance issues.
• Handle staffing and hiring responsibilities.
• Maintain employee records for direct reports.
• Review CMS statistics daily and give feedback.
• Provide subject matter expertise and ensure training needs are met.
• Adapt operations to meet SLAs under supervision.

Skills

Communication skills

Customer service

Sales background

Leadership

Interpersonal skills

Sense of urgency

Motivation

Education

Bachelor’s degree

Job description

IBEX Global Solutions (Philippines) Inc. is seeking an Operations Manager responsible for supervising non-exempt teams, assigning work, and monitoring attendance in line with company policy.

You will supervise team leaders, drive performance improvements, and maintain client service levels while aligning with corporate practices and training initiatives. Strong leadership and communication are essential for success in this role.