Site Operations Leader - Team Performance & Service

ibex

Parañaque

On-site

PHP 600,000 - 900,000

Full time

3 days ago

Be an early applicant

Get more replies from employers

Send a job-specific resume in minutes.

Job summary

ibex in the Philippines is seeking an Operations Manager to supervise and motivate a non-exempt call center team, ensuring productivity and service levels meet client expectations. You will manage team leads, conduct training, and drive performance improvements while aligning with corporate policies and client requirements.

The role emphasizes effective communication, staffing, and escalation handling to maintain quality service and client satisfaction.

Qualifications

Bachelor’s degree in any field is preferred.
Excellent communications skills required.
Strong customer service and sales background.
Pass AT&T certification (for internal applicants).
Good leadership and interpersonal skills.

Responsibilities

Supervise, lead and inspire your team to regularly meet or exceed sales targets.
Develop all team leads to ensure top performance.
Monitor staff to assess developmental needs and improve performance.
Day-to-day management of accounts and related issues.
Conduct regular training, development and annual performance appraisals.
Monitor, measure, report and analyze data to improve call center performance.
Handle staff performance, behavior and attendance using PM techniques.
Staffing and hiring responsibilities; maintain records on direct reports.
Review CMS statistics daily and provide constructive feedback.