Deskripsi Pekerjaan
Join IBEX Global Solutions as an Operations Manager and lead our telecommunications team at the Cyberpark facility. You'll be instrumental in driving operational excellence, optimizing service delivery, and ensuring seamless pooling of resources across teams. This senior leadership role requires strategic oversight of daily operations, performance management, and process improvement initiatives. You'll collaborate with cross-functional departments to enhance customer experiences while maintaining strict compliance with industry standards. The ideal candidate will demonstrate exceptional leadership skills, analytical thinking, and a deep understanding of telecommunications operations in a fast-paced contact center environment.
Tanggung Jawab
- Oversee day-to-day operations of non-exempt teams, including task assignment, attendance monitoring, and performance optimization
- Develop and implement operational procedures to improve efficiency, quality, and service delivery metrics
- Manage resource pooling strategies across multiple teams to ensure balanced workloads and coverage
- Analyze operational data to identify trends, bottlenecks, and opportunities for process enhancement
- Coach and develop team members through training programs, performance reviews, and career development initiatives
- Collaborate with HR, Training, and Quality Assurance departments to align operational goals
- Ensure compliance with company policies, SLAs, and telecommunications industry regulations
- Handle escalated customer issues and provide timely resolutions while maintaining service standards
Kualifikasi
- Bachelor's degree in Business Administration, Management, or related field (Master's preferred)
- Minimum 5 years of experience in telecommunications or contact center operations with 2+ years in leadership
- Proven track record in managing non-exempt teams and optimizing operational workflows
- Strong analytical skills with experience in performance metrics analysis and reporting
- Excellent communication, coaching, and conflict resolution abilities
- Proficiency in CRM systems, workforce management tools, and operational analytics platforms
- Knowledge of telecommunications industry regulations and service standards
- Ability to work in a dynamic, fast-paced environment with shifting priorities