Senior Operations Manager - Telco CSAT & Inbound Sales

Ibex Limited; Tagbilaran; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Job summary

Ibex Limited is seeking an experienced Sr. Operations Manager to lead team leaders and their representatives in delivering quality services for a Telco inbound CSAT-driven account. You will drive performance, maintain productivity, and ensure service level goals are met while aligning with company policies and client expectations.

The role requires strong leadership, analytical skills, and the ability to manage escalations, prepare reports, and work a flexible schedule including graveyard shifts.

Qualifications

• Bachelor’s Degree or equivalent work experience.
• At least 4 years experience in the related field.
• At least 2 years experience as an Operations Manager for an inbound sales/CSAT driven Telco account.
• Up to date management skills and understanding of employee motivation.
• Ability to apply knowledge of accounts, business, technology and processes to manage escalations.

Responsibilities

• Manage performance of team leaders and their representatives to meet quality goals.
• Maintain optimum productivity and service level goals at all times.
• Maintain excellent client relations and drive continuous service improvements.

Skills

Communication skills

Leadership

Analytical skills

Organizational skills

Education

Bachelor’s Degree

Job description

Ibex Limited is seeking an experienced Sr. Operations Manager to lead team leaders and their representatives in delivering quality services for a Telco inbound CSAT-driven account. You will drive performance, maintain productivity, and ensure service level goals are met while aligning with company policies and client expectations.

The role requires strong leadership, analytical skills, and the ability to manage escalations, prepare reports, and work a flexible schedule including graveyard shifts.