On-Site Operations Manager, BPO/Call Center

ibex; Palestine (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

ibex is seeking an Operations Manager to supervise day-to-day activities of a non-exempt call center team, including work assignments and attendance, while supporting performance appraisals and training in line with company policy. The role emphasizes driving productivity, client satisfaction, and adherence to KPIs.

The ideal candidate has a background in technical support within a BPO environment, handles staffing, and provides subject matter expertise to improve service delivery.

Qualifications

• Bachelor’s degree (any field) preferred.
• At least 2 years of experience as an Operations/Program Manager.
• Preferably with Technical Support background in managerial capacity in a BPO setting.
• Handled technical support for internet connectivity troubleshooting.
• Willing to work on-site in Cyberpark site.

Responsibilities

• Manage the performance of the team leaders and their representatives to meet client performance and quality needs.
• Ensure optimum productivity and service level goals are maintained.
• Develop all team leads to ensure top performance.
• Day to day management of account and related issues.
• Monitor, measure, report & analyze data to improve call centre performance.
• Hold team meetings with direct reports.

Skills

Leadership

Interpersonal

Time management

Analytical reporting

Flexibility

Education

Bachelor’s degree (any field)

Job description

ibex is seeking an Operations Manager to supervise day-to-day activities of a non-exempt call center team, including work assignments and attendance, while supporting performance appraisals and training in line with company policy. The role emphasizes driving productivity, client satisfaction, and adherence to KPIs.

The ideal candidate has a background in technical support within a BPO environment, handles staffing, and provides subject matter expertise to improve service delivery.