Operations Manager

4 weeks ago

Pasay, Philippines Zappy Full time

Location: Remote (with flexibility for overlapping U.S. business hours) About the Role Zappy BPO is seeking a seasoned Operations Manager to oversee day-to-day delivery for one of our key technology clients. The ideal candidate will be a hands‑on leader with experience managing customer experience teams in a fast‑paced environment. This person will serve as the operational backbone; driving team performance, ensuring SLA adherence, resolving escalations, and coaching a growing team of support professionals to deliver world‑class service. Key Responsibilities Team Leadership & Performance Management Manage a team of customer experience associates handling multi‑channel (chat, email, voice) support Conduct weekly performance reviews, 1:1 coaching, and skill development sessions Track and report KPIs such as CSAT, response time, resolution rate, and backlog health Escalation & Incident Management Act as the point of escalation for complex or high‑priority tickets Coordinate cross‑functionally to ensure timely and accurate resolution Identify recurring issues and partner with client‑side stakeholders to address root causes Process Optimization & Quality Assurance Develop and refine SOPs to ensure consistent handling of customer issues Lead regular quality audits and calibration sessions to maintain service excellence Implement workflow and CRM improvements to streamline case management and reduce handling time Training & Development Design and deliver ongoing product and process training for new and existing team members Partner with internal QA and training teams to update documentation and learning materials as the client’s product evolves Operational Reporting & Stakeholder Management Deliver weekly and monthly performance reports highlighting insights, risks, and opportunities for improvement Collaborate with client‑side operations leaders to forecast staffing needs and align resources with volume trends Drive initiatives that improve retention, engagement, and productivity across the support organization Qualifications 5+ years of experience managing customer support or BPO operations teams (preferably in a SaaS, fintech, or consumer tech environment) Exceptional spoken and written English; comfortable holding conversations over the phone and Zoom Proven success managing remote or distributed teams Strong knowledge of CRM/ticketing systems (e.g., Zendesk, Freshdesk, Salesforce Service Cloud) Excellent communication, data interpretation, and stakeholder management skills. Experience with process optimization, QA frameworks, and escalation handling. Ability to thrive in a dynamic, growth‑oriented client environment. Preferred Attributes Experience supporting technology or marketplace clients with high transaction volumes Familiarity with setting up new accounts, managing client SLAs, and building training programs from the ground up A proactive, analytical mindset with a passion for coaching and continuous improvement #J-18808-Ljbffr

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