Site Operations Leader - Inbound Sales

Ibex Limited; Davao City; Hybrid; PHP 600,000 - 1,000,000; Full time

Job summary

Ibex Limited in Philippines seeks an experienced Operations Manager to supervise day-to-day activities of a non-exempt sales support team, assign work, monitor attendance, and contribute to performance appraisals. You will develop team leads, drive call center performance, maintain client relationships, and ensure service levels align with client expectations and corporate policies.

The role requires leadership, strong communication, and a customer-focused approach to deliver quality services.

Qualifications

• Bachelor’s degree (any field) preferred.
• At least 2 years experience as an Operations/Program Manager in inbound sales Telecommunications account.
• Excellent communications skills.
• Strong customer service and sales background.
• Good leadership and interpersonal skills.
• Must have passed AT&T certification (for internals)
• No escalation or corrective documentation issued in the past 3 months

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, 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
• 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

Excellent communication

Customer service

Sales experience

Leadership

Interpersonal skills

Education

Bachelor’s degree

Job description

Ibex Limited in Philippines seeks an experienced Operations Manager to supervise day-to-day activities of a non-exempt sales support team, assign work, monitor attendance, and contribute to performance appraisals. You will develop team leads, drive call center performance, maintain client relationships, and ensure service levels align with client expectations and corporate policies.

The role requires leadership, strong communication, and a customer-focused approach to deliver quality services.