Operations Support Team Lead

3 days ago

Manila, National Capital Region, Philippines Payfuture Full time
Overview

As an Operations Support Team Lead at PayFuture, you will play a critical role in managing the Operations Support team, ensuring top-notch service delivery and client satisfaction. You will lead and mentor a team of Operations Support Associates while also overseeing day-to-day operations, implementing processes, and enhancing team performance.

Responsibilities
  • Leading and motivating the operations support team to achieve organizational goals
  • Managing the team's performance, offering feedback, and conducting performance evaluations
  • Providing training and development opportunities for team members
  • Ensuring proper documentation of customer interactions and compliance with quality standards
  • Coordinating with other departments to resolve client issues effectively
  • Identifying process improvements and implementing changes as necessary
  • Monitoring team workload and ensuring timely resolution of client inquiries
  • Reporting on team and individual KPIs to senior management
  • Handling escalated client issues and complaints
  • Providing insights and feedback on product enhancements based on client interactions
Qualifications
  • Align with our values of Belief, Transparency, Accountability & Ownership, Relentlessness and Speed
  • Have 3+ years of experience in merchant support, with at least 1 year in a team lead role
  • Have a proven track record of effective team management and performance
  • Possess excellent communication and interpersonal skills
  • Are highly organised, with strong analytical and problem-solving skills
  • Have a customer-oriented mindset along with the ability to resolve complex client issues
  • Have experience with support tools and platforms like ZenDesk, CRM software, and MS Office Suite
  • Have the willingness to work on shift schedules as needed
Additional Requirements
  • Experience in the e-commerce or digital payments industry is a plus
  • Ability to adapt to fast-paced and changing environments
  • Demonstrated ability to lead a team and manage multiple priorities successfully
  • Strong computer skills and ability to learn new applications quickly
  • Team player, fostering a positive work environment
Education

Bachelor's degree in Business, Communications, Customer Service, or a related field (preferred but not required).


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