Senior Operations Manager - Telco CX & Performance

Ibex Limited; Manila; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Ibex Limited is seeking an experienced Sr. Operations Manager to lead team leaders and their representatives in delivering high-quality services to clients in line with organizational goals.

The role focuses on optimizing productivity, achieving service level targets, and sustaining excellent client relationships while adhering to corporate policies and procedures. The successful candidate will guide operations strategy and foster continuous improvement across the contact center operations.

Qualifications

• Bachelor’s degree (any field) 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 Telco/CSAT-driven account.
• Understanding of KPIs and motivation to drive behavior.

Responsibilities

• Manage performance of team leaders and their representatives in delivering quality services.
• Ensure optimum productivity and service level goals are consistently met.
• Maintain excellent working relationships with clients while adhering to corporate policies.

Skills

Communication

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 high-quality services to clients in line with organizational goals.

The role focuses on optimizing productivity, achieving service level targets, and sustaining excellent client relationships while adhering to corporate policies and procedures. The successful candidate will guide operations strategy and foster continuous improvement across the contact center operations.