Job Description
IBEX Global Solutions, a leading global customer experience outsourcing provider, is seeking an experienced Operations Manager to lead our airline account team in Davao. In this pivotal role, you will oversee day-to-day operations, drive performance excellence, and ensure the highest standards of service delivery for one of our premier airline partners. You will be responsible for supervising non-exempt work groups, managing work assignments, monitoring attendance, and fostering a high-performance culture. If you are a dynamic leader with a passion for operations management and a knack for driving results in a fast-paced call center environment, join us and make an impact.
Your leadership will directly influence key metrics such as customer satisfaction, operational efficiency, and agent development. You will collaborate with cross-functional teams to implement process improvements, handle escalations, and maintain compliance with airline regulations. This is an excellent opportunity to grow your career with a global company that values innovation, diversity, and employee well-being.
We are looking for a proactive, detail-oriented professional who thrives on challenges and is committed to delivering exceptional customer experiences. If you have a proven track record in managing operations within the BPO or airline industry, we invite you to apply.
Responsibilities
- Supervise daily operations of the airline account team, including work assignment, scheduling, and attendance management.
- Monitor and analyze team performance metrics (e.g., AHT, CSAT, FCR) to ensure service level agreements are met.
- Conduct regular coaching sessions, performance reviews, and provide constructive feedback to agents and team leaders.
- Develop and implement process improvements to enhance operational efficiency and customer satisfaction.
- Handle escalated customer issues and complex inquiries from passengers, ensuring timely resolution.
- Collaborate with quality assurance, training, and HR departments to maintain high standards of service delivery.
- Prepare and present operational reports to senior management, highlighting trends, challenges, and recommendations.
- Ensure compliance with airline policies, safety regulations, and company procedures at all times.
Qualifications
- Bachelor’s degree in Business Administration, Management, or a related field.
- At least 3-5 years of experience in operations management, preferably in a BPO or call center environment serving airline/travel accounts.
- Proven ability to lead and motivate teams of 30+ agents to achieve performance targets.
- Strong analytical skills with experience using workforce management tools and reporting systems.
- Excellent communication and interpersonal skills, with a customer-centric mindset.
- Familiarity with airline reservation systems (e.g., Sabre, Amadeus, Galileo) is a plus.
- Ability to work in a fast-paced, 24/7 operational environment and adapt to changing priorities.
- Demonstrated problem-solving skills and a results-driven approach.