Deskripsi Pekerjaan
Are you a strategic leader ready to drive excellence in a high-volume Telco environment? IBEX Global Solutions is looking for an experienced Senior Operations Manager to oversee our operations in Cyberpark. In this key role, you will be responsible for managing the performance of Operations Managers, Team Leaders, and representatives, ensuring seamless service delivery and operational efficiency. You will lead by example, fostering a culture of accountability, continuous improvement, and high employee engagement. If you possess a strong background in workforce management and a passion for optimizing business processes, we want to hear from you.
Tanggung Jawab
- Oversee the daily operations of the Telco support team, ensuring high service quality, adherence to SLAs, and efficient call pooling management.
- Manage, mentor, and develop a team of Team Leaders to enhance leadership capabilities and improve overall employee retention.
- Analyze performance metrics, KPIs, and quality assurance data to identify operational gaps and implement corrective actions.
- Collaborate with cross-functional departments to streamline workflows, reduce operational costs, and optimize resource allocation.
- Conduct regular performance reviews, coaching sessions, and training programs to ensure staff proficiency in Telco products and systems.
- Ensure strict compliance with company policies, industry regulations, and quality assurance standards.
- Handle escalated customer issues and complex operational challenges with strategic resolution and stakeholder communication.
Kualifikasi
- Bachelor's degree in Business Administration, Management, or a related field.
- Minimum of 5-7 years of experience in Operations Management within the BPO or Telecommunications industry.
- Proven track record of leading large teams and consistently achieving or exceeding operational targets.
- Strong knowledge of workforce management tools, call center software, and performance analytics platforms.
- Excellent communication, negotiation, and interpersonal skills with a focus on team leadership.
- Ability to work in a fast-paced environment and adapt quickly to changing business needs and priorities.
- Valid IELTS/TOEFL (optional but preferred) for superior communication clarity.