Senior Operations Coordinator

3 days ago

Cabuyao, Calabarzon, Philippines beBeeManager Full time ₱2,000,000 - ₱3,500,000
Customer Service Manager

We are seeking a skilled Customer Service Manager to oversee our Support team in assessing and assigning cases, routing escalations, and resolving low-level single-touch cases. This role requires leadership background combined with customer service and minor technical expertise.

Key Responsibilities:
  • Ensure the team is working towards departmental goals in the most efficient and effective manner, including dashboard management for all PODs, assistance with scheduling coverage, joining day huddles with PODs, training on specific clients and groups of engineers focused on various industries, triage cases, guiding team members on PagerDuty usage, contributing to POD manager escalation numbers, participating in handoff meetings with each shift, managing POD Teams Channel for interdepartmental communications and escalations, working closely with Service Delivery Managers to ensure cases are handled per Thrive standards, providing weekend summary emails to leadership, working with the 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 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 an on-call rotation if applicable, other duties as required.
Requirements:
  • Bachelor's degree in Information Technology or related discipline preferred, or equivalent combination of education and relevant work experience.
  • 1-3 years of managerial experience; call center or managed services experience preferred.
  • Technical subject matter expert on MSP products as they relate to our service catalog.
  • Experience managing complex projects, clients, partners, and organizations.
  • ITIL certification and practice preferred.
  • Proven experience managing remote resources.
  • Strong written and verbal communication skills.

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