Site Ops Lead: Drive Team Performance & Service Excellence

IBEX Global Solutions (Philippines) Inc.; Davao del Sur; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking an Operations Manager to lead non-exempt call center teams, supervise team leaders, and drive performance against service level targets.

You will oversee staffing, training, and regular appraisals to deliver quality client service. The role requires a Bachelor’s degree and at least 2 years of experience as an Operations/Program Manager in inbound sales telecommunications.

Qualifications

• Bachelor’s degree is preferred.
• 2+ years as Operations/Program Manager in inbound sales telecom.
• Excellent communications skills.
• Strong customer service and sales background.
• Leadership and interpersonal skills.
• AT&T certification (for internals).
• No escalation or corrective documentation in the past 3 months.

Responsibilities

• Supervise, lead, and inspire the team to meet/exceed sales targets.
• Develop team leads to achieve top performance.
• Monitor staff to assess development and improve performance.
• Oversee staffing and hiring processes.
• Provide training, development, and regular appraisals.
• Analyse data to improve call center performance.
• Resolve escalated customer issues and ensure timely communication.
• Hold regular team meetings and share client process changes.

Skills

Leadership

Communication skills

Customer service

Sales background

Performance management

Education

Bachelor’s degree

Job description

IBEX Global Solutions (Philippines) Inc. is seeking an Operations Manager to lead non-exempt call center teams, supervise team leaders, and drive performance against service level targets.

You will oversee staffing, training, and regular appraisals to deliver quality client service. The role requires a Bachelor’s degree and at least 2 years of experience as an Operations/Program Manager in inbound sales telecommunications.