job description
Are you a dynamic leader with a passion for driving operational excellence? IBEX Global Solutions is looking for a high-performing Operations Manager to join our team in Cubao, Metro Manila, to oversee our expanding Telecommunications account. In this pivotal role, you will be the heartbeat of our operations, ensuring that our service delivery meets the highest global standards while fostering a culture of high performance, innovation, and professional growth.
As an Operations Manager at IBEX, you won't just manage metricsâyou will lead, mentor, and inspire diverse teams to achieve exceptional customer experiences. We are looking for a strategic thinker who can navigate the complexities of a fast-paced Telco environment, optimize workflows, and drive key performance indicators (KPIs) through data-driven decision-making. If you are ready to take the next step in your career with an industry-leading global BPO, we invite you to apply to our talent pooling initiative.
Responsibility
- Lead and manage large-scale operations for a Telco account, ensuring all contractual KPIs and SLAs are consistently met or exceeded.
- Develop and implement strategic plans to improve operational efficiency, cost-effectiveness, and service quality.
- Mentor and coach Team Leaders and floor staff to build a high-performance culture and promote employee retention.
- Analyze operational data and performance reports to identify trends, address pain points, and drive continuous improvement.
- Collaborate with cross-functional stakeholders including QA, Workforce Management, and Training to optimize floor performance.
- Ensure full compliance with company policies, security protocols, and client-specific requirements.
- Manage end-to-end performance cycles, from daily huddles and performance reviews to monthly business reviews (MBRs) with internal leadership.
Qualifications
- Bachelorâs degree in Business Administration, Management, or a related field.
- Minimum of 3-5 years of leadership experience in a BPO setting, specifically within a Telco or high-volume customer service account.
- Proven track record in managing a large span of control (100+ FTEs) and meeting complex performance metrics.
- Deep understanding of BPO operational metrics (AHT, CSAT, FCR, QA scores).
- Excellent communication skills with the ability to articulate strategy and influence stakeholders at all levels.
- Proficiency in workforce management tools and MS Office Suite (advanced Excel skills preferred).
- Strong analytical problem-solving skills with a result-oriented mindset.