Sr. Operations Manager

Ibex Limited; Manila; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Ibex Limited is seeking an experienced Sr. Operations Manager to lead team leaders and their representatives in delivering high-quality services to clients in line with organizational goals.

The role focuses on optimizing productivity, achieving service level targets, and sustaining excellent client relationships while adhering to corporate policies and procedures. The successful candidate will guide operations strategy and foster continuous improvement across the contact center operations.

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 Telco/CSAT-driven account.
• Understanding of KPIs and motivation to drive behavior.

Responsibilities

• Manage performance of team leaders and their representatives in delivering quality services.
• Ensure optimum productivity and service level goals are consistently met.
• Maintain excellent working relationships with clients while adhering to corporate policies.

Skills

Communication

Leadership

Analytical skills

Organizational skills

Education

Bachelor’s degree

Job description

Overview

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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. He/She will ensure optimum productivity and service level goals are maintained at all times. The successful candidate will maintain an excellent working relationship with clients while continuously striving to improve the level of overall service provided.

Qualifications

Requirements:

• 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

Knowledge

• Up to date management skills and understanding of employee motivation
• Understanding of key performance indicators including the working knowledge to drive appropriate behavior

Skills

• Excellent communication skills
• Good leadership and interpersonal skills
• Excellent analytical skills
• Must possess effective organizational skills and time management skills

Abilities

• Ability to apply knowledge of accounts business, technology and processes to manage escalations and lead more junior team members.
• Ability to problem solve independently and make fast but high quality decisions
• Ability to create, interpret and analyze reports
• Ability to exhibit professionalism
• Ability to drive for results and motivate others in order to meet organizational goals, expectations and requirements of internal and external customers.
• Ability to work a flexible schedule (graveyard/shifting schedule)