Operations Leader: People, Performance & Growth

ibex; Palestine (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

ibex is seeking an Operations Manager to supervise non-exempt staff, assign work, monitor attendance, and contribute to performance appraisals in line with policies. You will lead team leaders, drive productivity, manage staffing, and communicate with clients to ensure high service levels.

The role requires strong leadership, organizational, and problem-solving abilities, with flexible scheduling to support round-the-clock operations.

Qualifications

• Bachelor’s degree preferred.
• 2+ years of experience as an Operations/Program Manager preferred.

Responsibilities

• Oversee day-to-day supervision of non-exempt staff and work assignment.
• Monitor attendance and ensure adherence to policies and legal requirements.
• Develop and implement performance appraisals for work groups in line with company policies.
• Drive productivity and service level goals while supporting client needs.
• Staffing, hiring, and developing team leads to achieve top performance.
• Identify, analyze, and report on data to improve call centre performance.
• Manage escalations and coordinate with clients regarding account issues.
• Hold regular team meetings and communicate process changes in a timely manner.

Skills

Leadership

Interpersonal skills

Time management

Education

Bachelor’s degree (any field)

Job description

ibex is seeking an Operations Manager to supervise non-exempt staff, assign work, monitor attendance, and contribute to performance appraisals in line with policies. You will lead team leaders, drive productivity, manage staffing, and communicate with clients to ensure high service levels.

The role requires strong leadership, organizational, and problem-solving abilities, with flexible scheduling to support round-the-clock operations.