Deskripsi Pekerjaan
Join IBEX Global Solutions as an Operations Manager for our prestigious retail account in Bohol. Lead high-performing teams, drive operational excellence, and make a tangible impact in a dynamic customer service environment. This role offers the opportunity to optimize processes, elevate customer satisfaction, and achieve ambitious KPIs while fostering a culture of continuous improvement. As a key strategic leader, you'll collaborate with cross-functional teams to implement innovative solutions that enhance efficiency and service quality. IBEX provides a platform for professional growth, competitive compensation, and the chance to shape the future of retail operations in the Philippines.
Tanggung Jawab
- Lead, mentor, and develop a team of customer service representatives to achieve performance targets
- Monitor and analyze operational metrics to ensure SLA compliance and service quality
- Implement process improvements to enhance efficiency and reduce operational costs
- Collaborate with cross-functional teams to align on business objectives and customer needs
- Manage escalations and resolve complex customer issues with innovative solutions
- Conduct regular performance reviews and provide actionable feedback for team development
- Drive employee engagement initiatives to maintain high morale and productivity
- Ensure compliance with company policies and industry regulations
Kualifikasi
- Bachelor's degree in Business Administration, Management, or related field
- Minimum 3 years of experience in operations management, preferably in call center or retail environments
- Proven track record of leading and developing high-performing teams
- Strong analytical skills with ability to interpret data and drive results
- Excellent communication and interpersonal skills with ability to influence stakeholders
- Proficiency in CRM systems and operational reporting tools
- Demonstrated ability to implement process improvements and achieve KPIs
- Ability to thrive in fast-paced environments with competing priorities