Operations Manager Trainee: Lead Teams & Service Excellence

ibex; Palestine (TX); On-site; USD 70,000 - 90,000; Full time

Job summary

ibex is seeking an experienced Operations Manager to supervise a non-exempt sales-oriented work group, overseeing assignment, staffing, attendance, and performance appraisal processes. You will mentor team leads and ensure service level goals and quality standards align with client expectations.

Responsibilities include coaching, data-driven performance improvement, and maintaining strong client relationships while upholding corporate policies and ensuring timely training and process updates.

Qualifications

• Bachelor’s degree preferred in any field.
• At least 2 years experience as an Operations/Program Manager in inbound sales telecom.
• Excellent communication skills.
• Strong customer service and sales background.
• Good leadership and interpersonal skills.
• Must have passed AT&T certification (for internals).
• No escalation or corrective documentation issued in the past 3 months.
• Role Model (leadership by example).
• Up to date management skills and understanding of employee motivation.
• Understanding of KPIs and driving appropriate behavior.
• Willing to work on a split day-off schedule.

Responsibilities

• Supervise, lead and inspire your team to regularly meet/exceed sales.
• Develop all team leads to ensure top performance.
• Monitor staff to assess developmental needs and improve performance.
• Day to day management of account and related issues.
• Provide training and conduct regular appraisals with team.
• Monitor, measure, report & analyze data to improve call centre performance.
• Address performance/behavior/attendance issues using prescribed techniques.
• Handle payroll issues and staffing actions.
• Conduct annual performance appraisals.
• Staff recruitment and hiring processes.
• Maintain current employee records on direct reports.
• Review CMS statistics daily and provide feedback.
• Provide Subject Matter Expertise.
• Ensure training needs of subordinates are met.
• Modify operations to meet SLAs under supervision.
• Complete client related training.
• Resolve escalated customer issues.
• Hold regular team meetings with direct reports.
• Communicate process/client changes timely.

Skills

Team leadership

Communication

Customer service

Sales focus

People management

Performance coaching

Education

Bachelor’s degree

AT&T certification

Job description

ibex is seeking an experienced Operations Manager to supervise a non-exempt sales-oriented work group, overseeing assignment, staffing, attendance, and performance appraisal processes. You will mentor team leads and ensure service level goals and quality standards align with client expectations.

Responsibilities include coaching, data-driven performance improvement, and maintaining strong client relationships while upholding corporate policies and ensuring timely training and process updates.