Senior Operations Manager | Telco | Bohol | Pooling
Overview
The Sr. Operations Manager is responsible for managing performance of the Operations Managers, its team leaders and their representatives in providing quality services to meet performances and quality needs of clients while supporting the goals of the organization and remaining consistent with corporate policies, procedures and philosophies. He/She will ensure optimum productivity and service level goals are maintained at all times. The successful candidate will maintain an excellent working relationship with clients while continuously striving to improve the level of overall service provided.
Responsibilities
DUTIES AND RESPONSIBILITIES:
- Manage, lead and inspire the team to ensure everyone regularly meet/exceed targets
- Develop all Operations Managers to ensure top performance
- Monitor all staff to assess developmental needs to improve performance
- Day to day management of account and related issues
- Monitor, measure, report & analyze data to improve the program’s performance
- Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques
- Responsible for staffing and hiring
- Provide Subject Matter Expertise
- Ensure training needs of subordinates are met
- Successfully complete all client related training
- Hold team meetings on a regular basis with direct reports
- Communicate all process and client changes to direct reports within specific timeliness
- Promote the use of all center communication tools
Qualifications
Knowledge
- Up to date management skills and understanding of employee motivation
- Understanding of key performance indicators including the working knowledge to drive appropriate behavior
Skills
- Excellent communication skills
- Good leadership and interpersonal skills
- Excellent analytical skills
- Must possess effective organizational skills and time management skills
Abilities
- Ability to apply knowledge of accounts business, technology and processes to manage escalations and lead more junior team members.
- Ability to problem solve independently and make fast but high quality decisions
- Ability to create, interpret and analyze reports
- Ability to exhibit professionalism
- Ability to drive for results and motivate others in order to meet organizational goals, expectations and requirements of internal and external customers.
- Ability to work a flexible schedule (graveyard/shifting schedule)
Education/Experience:
- Bachelor’s Degree (any field) or equivalent work experience
- At least has 5 years of experience in the related field
Desired
- Amenable to work on-site
- Preferably 5 years as Senior Operations Manager handling Telco account in BPO setting
- Willing to work or relocate in Bohol
Company profile
IBEX Global Solutions
Solutions for Global Business Needs
Delivering superior customer services for over 10 years, IBEX Global is a business process outsourcer offering an integrated suite of services that supports an expansive array of customer facing solutions.
Headquartered in Washington, DC. IBEX Global delivers onshore, near shore and offshore solutions in 5 countries, across 18 call centers employing over 7000+ customer service professionals. The recipient of several client and community awards such as the Goodwill Industries Employer of the Year, IBEX Global is one of the most forward thinking companies in the BPO industry.
Capitalizing on Our Core Strengths
Our singular focus is providing reliable, consistent, predictable performance. Our outstanding employees manage worldwide customer relationships on behalf of our business partners and deliver these customer experiences with a combination of passion, world class training and leading-edge technology. We stand by core organizational values that have helped us deliver our value proposition to global companies for over 10 years.
At IBEX Global our mission is to build the industry’s most dynamic team of customer service and marketing associates and deliver cost-effective, high-impact customer management strategies to the world’s leading organizations.
We believe that we will successfully execute our mission by capitalizing on our core strengths and adhering to key organizational initiatives:
INTEGRITY
Our integrity ensures our credibility. Honor your commitments and take ownership of your actions. Our words and deeds are truthful and reliable.
RESPECT
Treat others the way we want to be treated and create a culture of mutual appreciation, regard and value. Act towards others with dignity and help one another succeed.
TRANSPARENCY
Clear, candid and open communication must drive all interactions. Transparency makes our actions understood, creates reliability and fosters collaboration. We maintain and encourage straightforward dialogue with our employees, clients and stakeholders.
EXCELLENCE
Strive for excellence in all that we do. Take great pride in your work as each employee’s contribution is vital towards delivering exceptional customer service to our clients. Provide this extraordinary experience and reward superior performance.
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