job description
Are you a seasoned leader with a passion for driving excellence in the telecommunications sector? IBEX Global Solutions is seeking a dynamic and results-oriented Operations Manager to join our high-performing team at Cyberpark, Manila. In this pivotal role, you will be the heartbeat of our non-exempt work groups, ensuring seamless day-to-day functional supervision, strategic work assignments, and optimal team performance.
As an Operations Manager at IBEX, you won't just manage processes; you will inspire people. You will be responsible for overseeing daily productivity, managing attendance and attrition, and fostering a culture of continuous improvement. If you have a proven track record of hitting KPIs in a fast-paced BPO environment and a desire to grow your career with a global leader, we want to hear from you.
This is a pooling position, offering a unique opportunity to showcase your leadership skills and become a cornerstone of our future operational success. Join us and elevate your career in one of the most vibrant business districts in the Philippines.
Responsibility
- Provide daily functional supervision for non-exempt work groups, ensuring alignment with organizational goals.
- Monitor and manage agent productivity, attendance, and adherence to KPIs to meet client SLAs.
- Conduct regular performance coaching, feedback sessions, and development planning for direct reports.
- Analyze operational reports to identify trends, resolve workflow bottlenecks, and implement process improvements.
- Collaborate with support departments (QA, WFM, Training) to drive service quality and operational efficiency.
- Ensure compliance with company policies, labor standards, and internal security protocols.
- Handle escalations and resolve complex operational issues with professionalism and urgency.
Qualifications
- Bachelor’s degree in Business Administration, Management, or a related field.
- Minimum of 3-5 years of experience in an Operations Management or Team Lead role, preferably within a Telco or high-volume BPO account.
- Proven ability to manage large teams and drive performance improvement in a fast-paced environment.
- Excellent communication and interpersonal skills, with the ability to influence stakeholders at all levels.
- Deep understanding of call center metrics (AHT, CSAT, FCR, Utilization, etc.).
- Strong analytical and problem-solving capabilities with a data-driven mindset.
- Flexible and capable of working in shifting schedules to support 24/7 business operations.