Career Opportunities in Operations Management

1 day ago

Cagayan de Oro, Northern Mindanao, Philippines beBeeTeam Full time ₱5,500,000 - ₱7,000,000

Our team is looking for a dedicated Operations Manager to oversee the Support team in assessing & assigning cases, routing escalations, and resolving low level single touch cases.

This person should have a leadership background combined with customer service & minor technical expertise. A problem-solving attitude with an ability to motivate a team to achieve specific measurable KPI's and learning goals.

The ideal candidate will be responsible for ensuring the team is working toward departmental goals in the most efficient and effective manner including:

  • Managing dashboards for all PODs

  • Assisting with scheduling coverage

  • Joining all day huddles with PODs

  • Training on specific clients and groups of engineers focused on various industries

  • Triage cases

  • Guiding team members on Pager Duty usage

  • Contributing to POD Manager Escalation numbers

  • Participating in handoff meetings with each shift

  • Managing POD Teams Channel's for interdepartmental communications and escalations

  • Working closely with Service Delivery Managers to ensure cases are handled per Thrive standards

  • Providing a weekend Summary email to leadership

  • Working with team to create knowledge base articles for working with clients and handling various situations

  • Contributing regular competency reviews for all team members

  • Upholding procedural requirements related but not limited to: prioritization, communication, documentation, and escalations

  • Continually following best practices through the entire training and technical support process

  • Ability to adjust priorities and balance responsibilities in a fast-paced environment

  • Available to work outside of standard hours when necessary or as part of on call rotation if applicable

  • Other duties as required

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