job description
Are you a seasoned BPO leader with a proven track record in Telecommunications? IBEX Global Solutions is seeking a high-caliber Senior Operations Manager to join our elite team at our Cyberpark location. In this pivotal role, you will be the driving force behind operational excellence, overseeing the performance of multiple Operations Managers, Team Leaders, and their respective cohorts of customer service representatives.
We are looking for a strategic thinker who can bridge the gap between high-level corporate objectives and day-to-day floor execution. You will be responsible for fostering a high-performance culture, optimizing KPIs, and ensuring that our Telco clients receive industry-leading service levels. If you are passionate about talent development, data-driven decision-making, and delivering results in a fast-paced environment, this is your opportunity to elevate your career with a global industry leader.
Responsibility
- Provide strategic leadership and mentorship to a team of Operations Managers, ensuring adherence to quality standards and operational targets.
- Drive continuous improvement initiatives to enhance CSAT, NPS, and AHT metrics across the Telco program.
- Analyze performance data to identify trends, mitigate risks, and implement corrective actions for underperforming teams.
- Act as the primary point of contact for client stakeholders, providing regular business reviews and operational insights.
- Ensure full compliance with company policies, local labor regulations, and client-specific security protocols.
- Collaborate with recruitment, HR, and training departments to ensure effective talent acquisition and agent development pipelines.
- Manage the account P&L, focusing on resource optimization, attrition management, and cost-efficiency.
Qualifications
- Minimum of 5+ years of experience in a Senior Operations Management role within the BPO industry.
- Deep domain expertise in Telecommunications (Telco) account management is highly preferred.
- Proven ability to manage large-scale teams (spanning multiple levels of leadership) in a high-volume environment.
- Strong analytical skills with proficiency in data visualization tools (Excel, PowerBI, etc.) and WFM concepts.
- Excellent verbal and written communication skills with the ability to influence and lead cross-functional teams.
- Bachelor's degree in Business Administration, Management, or a related field; advanced degrees or Six Sigma certification is a plus.
- Resilient, adaptable, and capable of working effectively under pressure while meeting tight client deadlines.