Site Operations Manager: Lead Teams & Performance

ibex; Palestine (TX); On-site; USD 65,000 - 85,000; Full time

Job summary

ibex is seeking an Operations Manager to supervise a day-to-day non-exempt work group, assign work, monitor attendance and contribute to performance appraisals in line with company policies. The role focuses on maintaining service levels and building strong client relationships while aligning with corporate philosophies.

The ideal candidate has strong leadership, communications, and customer service skills with a proven track record in inbound sales operations.

Qualifications

• Bachelor’s degree preferred
• 2+ years experience as an Operations/Program Manager in inbound sales Telecommunications account
• Excellent communications skills
• Strong customer service and sales background
• Good leadership and interpersonal skills
• AT&T certification (for internals)
• Role Model leadership by example
• Up to date management skills and understanding of employee motivation
• Sense of urgency and responsibility
• Understanding of KPIs and driving appropriate behavior
• Willing to work split day-off schedule

Responsibilities

• Supervise, lead and inspire your team to ensure they regularly meet/exceed sales goals
• Develop all team leads to ensure top performance
• Monitor all staff to assess developmental needs and improve performance
• Day to day management of account and related issues
• Help provide training and development and conduct regular appraisals with team
• Monitor, measure, report & analyze data to improve call centre performance
• Address performance/behavior/attendance issues using performance management techniques
• Monitor and address payroll issues
• Conduct annual performance appraisals
• Staffing and hiring responsibilities
• 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
• Complete client training
• Resolve escalated customer issues
• Hold regular team meetings with direct reports
• Communicate process and client changes promptly

Skills

Leadership

Communication

Customer service

Sales background

Interpersonal skills

Training & development

Performance management

Staffing & hiring

Time management

Education

Bachelor’s degree

Job description

ibex is seeking an Operations Manager to supervise a day-to-day non-exempt work group, assign work, monitor attendance and contribute to performance appraisals in line with company policies. The role focuses on maintaining service levels and building strong client relationships while aligning with corporate philosophies.

The ideal candidate has strong leadership, communications, and customer service skills with a proven track record in inbound sales operations.