job description
Join IBEX Global Solutions as a Senior Operations Manager and lead our dynamic customer service teams in delivering world-class service excellence. Based in the vibrant heart of Canggu, Bali, this role offers a unique opportunity to drive operational efficiency while enjoying the island's unparalleled work-life balance.
As the backbone of our customer service operations, you will oversee team leaders and representatives, ensuring seamless service delivery that exceeds client expectations. Your leadership will directly impact customer satisfaction, team performance, and business growth in a fast-paced, multicultural environment.
IBEX Global Solutions is a global leader in customer experience management, and this role is pivotal in maintaining our reputation for excellence. If you are a strategic thinker with a passion for operational excellence and team development, we invite you to apply and take your career to the next level in paradise.
Responsibility
- Lead and mentor a team of team leaders and customer service representatives to achieve KPIs and service level agreements (SLAs).
- Develop and implement operational strategies to enhance efficiency, productivity, and customer satisfaction.
- Monitor and analyze performance metrics, providing data-driven insights to senior management for continuous improvement.
- Ensure compliance with company policies, industry regulations, and quality standards across all operations.
- Collaborate with cross-functional teams to streamline processes and optimize resource allocation.
- Foster a positive and inclusive work culture that promotes employee engagement and professional growth.
- Handle escalated customer issues and resolve complex operational challenges with a solutions-oriented approach.
- Drive innovation in customer service delivery through the adoption of new technologies and best practices.
Qualifications
- Bachelor’s degree in Business Administration, Operations Management, or a related field.
- Minimum of 5 years of experience in operations management, preferably in a call center or customer service environment.
- Proven track record of leading high-performing teams and achieving operational excellence.
- Strong analytical skills with the ability to interpret data and make strategic decisions.
- Excellent communication and interpersonal skills to effectively engage with teams and stakeholders.
- Proficiency in CRM software, workforce management tools, and Microsoft Office Suite.
- Ability to thrive in a fast-paced environment and manage multiple priorities with ease.
- Fluency in English; additional languages are a plus.