IBEX · June 2020 – January 2021
Operating discipline for a large service environment.
People leadership, operating policies and performance governance for an inbound logistics customer-service operation.
Operations Manager
The challenge
Coordinate operational planning, policies and people priorities in a high-volume inbound customer-service environment.
Actions
- Helped maintain an inbound customer-service operation comprising approximately 600 staff.
- Developed and reviewed operating policies, with responsibilities across budgeting, reporting, planning and audit activity.
- Worked with senior stakeholders on operating priorities, problems and opportunities.
- Partnered with HR and management on recruitment, employee communication and engagement.
The documented scope
The record establishes the scale and responsibilities of the service operation supported. It does not quantify an SLA improvement, cost reduction or satisfaction gain. Approximately 600 staff is operational scope, not a count of direct reports.
Relevance
Relevant to BPO and customer-service businesses seeking a leader who can connect operating controls, people and stakeholder priorities.
Source context
Supplied September 2024 CV: IBEX Philippines, Operations Manager, June 2020–January 2021; logistics inbound customer-service responsibilities.