Senior Ops Manager - Telco CSAT Champion

ibex; Pasig; On-site; PHP 2,000,000 - 3,500,000; Full time

Job summary

ibex is seeking a Sr. Operations Manager to lead team leaders and their representatives in delivering high-quality services that meet client performance and quality targets.

The role focuses on sustaining productivity, service levels, and strong client relationships. You will monitor KPIs, drive improvements, and coach staff across shifts (graveyard included) to ensure fast, accurate issue resolution and adherence to company policies.

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 sales/CSAT driven Telco account.

Responsibilities

• The Sr. Operations Manager is responsible for managing performance of team leaders and their representatives in providing quality services to meet performances and quality needs of clients while supporting the goals of the organization and remaining consistent with corporate policies, procedures and philosophies.

Job description

ibex is seeking a Sr. Operations Manager to lead team leaders and their representatives in delivering high-quality services that meet client performance and quality targets.

The role focuses on sustaining productivity, service levels, and strong client relationships. You will monitor KPIs, drive improvements, and coach staff across shifts (graveyard included) to ensure fast, accurate issue resolution and adherence to company policies.