Deskripsi Pekerjaan
Are you a results-driven leader looking to make a significant impact in the telecommunications industry? IBEX Global Solutions is seeking a dedicated and strategic Operations Manager to lead our Telco Account in Cubao. In this pivotal role, you will oversee the daily operations of our high-volume contact center, ensuring seamless service delivery and operational excellence. You will be responsible for managing the agent pooling strategy, optimizing workforce resources, and driving team performance to meet strict KPI targets.
We offer a dynamic and inclusive work environment where your leadership skills will directly contribute to our success. You will have the opportunity to mentor a diverse team of customer service professionals and implement process improvements that enhance efficiency. If you are passionate about operations management and want to grow with industry-leading teams, we want to hear from you.
Tanggung Jawab
- Oversee the daily operations and workflow of the Telco Account call center.
- Manage the agent pooling strategy to ensure optimal coverage and resource allocation.
- Monitor Key Performance Indicators (KPIs) such as Average Handle Time (AHT), First Call Resolution (FCR), and Service Level Agreement (SLA).
- Conduct shift scheduling, roster management, and attendance monitoring.
- Lead, coach, and mentor a team of Customer Service Representatives to foster professional growth.
- Identify operational bottlenecks and implement process improvements.
- Collaborate with Quality Assurance and Training teams to maintain high service standards.
Kualifikasi
- Bachelor's degree in Business Administration, Management, or related field.
- Minimum of 3-5 years of experience in Operations Management within a BPO or Call Center environment.
- Strong understanding of workforce management principles and call center metrics.
- Excellent leadership, communication, and interpersonal skills.
- Ability to work in a fast-paced, high-pressure environment.
- Proficient in MS Office Suite and CRM software.
- Familiarity with Telco operations is a plus.