Sr. Operations Manager | Silver City

IBEX Global Solutions (Philippines) Inc.; Pasig; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking a Sr. Operations Manager to lead the performance of team leaders and representatives, ensuring quality service and achievement of client KPIs.

You will drive productivity, maintain strong client relations, and align with corporate policies to support organizational goals. The ideal candidate has a Bachelor's degree, 4+ years in a related field, and at least 2 years in a senior operations role for an inbound telco/CSAT-driven account, with

Qualifications

• Bachelor’s degree or equivalent work experience.
• At least 4 years experience in the related field.
• At least 2 years experience as a Sr. Operations Manager for an inbound sales/CSAT driven telco account.

Responsibilities

• Manage performance of team leaders and their representatives to meet client performance and quality needs.
• Maintain optimum productivity and service level goals at all times.
• Maintain excellent working relationship with clients and continuously improve overall service.

Skills

Excellent communication

Leadership

Analytical skills

Organizational skills

Education

Bachelor’s degree

Job description

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.

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 a Sr. 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)