Deskripsi Pekerjaan
Join IBEX Global Solutions as a Site Operations Manager and lead the backbone of our call center operations in Paranaque City. This critical role demands strategic oversight of daily site activities, ensuring exceptional service delivery while driving team performance and operational excellence. You'll be the catalyst for process improvements, resource optimization, and staff development in a dynamic customer service environment. The ideal candidate will thrive in fast-paced settings, balancing hands-on team management with data-driven decision-making to enhance productivity and customer satisfaction. This position offers the opportunity to shape operational culture while advancing your career in a global BPO leader committed to employee growth and innovation.
Tanggung Jawab
- Oversee daily call center operations, including staff scheduling, attendance management, and workflow optimization
- Lead, mentor, and develop non-exempt teams through performance coaching and targeted training initiatives
- Monitor and analyze KPIs (e.g., AHT, FCR, CSAT) to identify improvement opportunities
- Implement and refine operational procedures to enhance efficiency and service quality
- Collaborate with cross-functional teams to ensure seamless service delivery and client satisfaction
- Address operational escalations and implement corrective actions promptly
- Conduct regular performance reviews and provide actionable feedback to team members
Kualifikasi
- Bachelor's degree in Business Administration, Operations Management, or related field
- Minimum 3-5 years experience in call center operations with 1+ years in supervisory role
- Proven track record of meeting/exceeding operational KPIs and performance targets
- Strong analytical skills with ability to interpret data and drive process improvements
- Exceptional leadership abilities with experience in staff development and conflict resolution
- Proficiency in workforce management systems and reporting tools
- Excellent communication skills with ability to convey complex information clearly