Deskripsi Pekerjaan
Join IBEX Global Solutions as an Operations Manager for our prestigious Telco Account and lead a dynamic team in delivering exceptional customer experiences. This leadership role offers the opportunity to drive operational excellence, optimize processes, and foster a high-performance culture in the telecommunications sector. You'll be instrumental in shaping service delivery strategies, implementing innovative solutions, and ensuring seamless operations while aligning with industry best practices. If you're passionate about leadership, operational efficiency, and telecommunications, this is your chance to make a significant impact and accelerate your career with a global industry leader.
Tanggung Jawab
- Oversee daily operations of the Telco account team, ensuring service level agreements and performance metrics are consistently met
- Develop and implement operational strategies to enhance efficiency, productivity, and customer satisfaction
- Lead, mentor, and coach team members to foster professional growth and maintain high engagement levels
- Analyze operational data and KPIs to identify trends, implement improvements, and drive continuous optimization
- Collaborate with cross-functional teams to resolve escalated customer issues and ensure seamless service delivery
- Manage resource allocation, scheduling, and workflow to meet business objectives and operational demands
- Ensure compliance with company policies, industry regulations, and quality standards across all operations
Kualifikasi
- Bachelor's degree in Business Administration, Operations Management, or related field
- Minimum 3 years of experience in operations management, preferably in telecommunications or BPO sector
- Proven track record of leading teams and achieving operational excellence in customer service environments
- Strong analytical skills with ability to interpret complex data and implement data-driven decisions
- Excellent leadership and communication skills with experience in mentoring and developing teams
- Proficiency in CRM systems, workforce management tools, and operational reporting platforms
- Ability to thrive in fast-paced environments with strong problem-solving and conflict resolution abilities