Site Operations Lead — Customer Experience & Performance

Ibex Limited; Manila, Hinoba-an; On-site; PHP 600,000 - 900,000; Full time

Job summary

Ibex Limited in Metro Manila is hiring an Operations Manager to supervise non-exempt teams, assign work, monitor attendance, and ensure services meet client requirements.

You will develop team leads, track performance, manage day-to-day accounts, provide training, and report on call center metrics to drive service levels.

Requirements include a Bachelor's degree and at least 2 years in operations/program management for inbound sales telecom, with strong communication and leadership.

Qualifications

• Bachelor’s degree is preferred.
• Experience as Operations/Program Manager in inbound sales telecom is desirable.
• Excellent communications and customer service skills.
• Leadership and interpersonal abilities required.

Responsibilities

• Supervise, lead and inspire your team to ensure they regularly meet/exceed sales.
• Develop all team leads to ensure top performance.
• Monitor all staff to assess developmental needs, to improve performance.
• Day to day management of account and related issues.
• Help provide training and development and conduct regular appraisals with team.
• Monitor, measure, report & analyze data to improve call centre performance.
• Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.
• Monitor and take action on TKS, personnel and payroll issues.
• Conduct performance appraisals annually.
• Responsible for staffing and hiring.
• Maintain current employee records on direct reports.
• Review CMS statistics on a daily basis and provide constructive feedback.
• Provide Subject Matter Expertise.
• Ensure training needs of subordinates are met.
• Modify operations as needed to meet service level agreements under supervision of Operations Manager.
• Successfully complete all client related training.
• Resolve escalated customer issues.
• Hold team meetings on a regular basis with direct reports.
• Communicate all process and client changes to direct reports within specific timeliness

Skills

Clear communication skills

Customer service mindset

Sales experience

Leadership abilities

Interpersonal skills

Education

Bachelor’s degree (any field)

Job description

Ibex Limited in Metro Manila is hiring an Operations Manager to supervise non-exempt teams, assign work, monitor attendance, and ensure services meet client requirements.

You will develop team leads, track performance, manage day-to-day accounts, provide training, and report on call center metrics to drive service levels.

Requirements include a Bachelor's degree and at least 2 years in operations/program management for inbound sales telecom, with strong communication and leadership.