Operational Team Lead

5 days ago


Makati City, National Capital Region, Philippines SuperStaff Full time

About the Role

We are seeking a highly skilled Operational Team Lead to join our SuperStaff team. As an Operational Team Lead, you will be responsible for managing and developing our operational team, including recruitment, training, and performance evaluations of team members.

Key Responsibilities

  • Manage human resources, technology, and infrastructure to support an efficient Customer Care operation.
  • Continuously monitor and analyze Customer Care performance, including service levels, productivity, efficiency, and quality.
  • Design, develop, and implement efficient and effective operational processes to meet Vendor KPIs.
  • Build and maintain strong relationships with Vendor, serving as the primary contact for communication regarding Customer Care operations.
  • Be prepared to address and handle emergency situations or sudden changes in Customer Care operations.
  • Compile routine performance reports and analyze data to identify improvement opportunities and take necessary actions.
  • Ensure Customer Care operations comply with relevant regulations and quality standards.
  • Engage in continuous improvement initiatives to enhance efficiency, productivity, and client satisfaction.

Requirements

  • Candidates must possess at least a Diploma or a Bachelor's Degree.
  • Ability to multitask, set priorities, and manage time effectively.
  • Familiarity and experience with a smartphone, online shop, and other online apps.
  • Detail-oriented individual.
  • The candidate must have a service-oriented attitude.
  • An outgoing person who is friendly but remains professional.
  • Willingness to work on a shift, including holidays.
  • Knowledge of customer service practices and principles.
  • A focused attitude for solving customer issues quickly and comprehensively.
  • Customer focus and adaptability to different personality types.
  • Ability to deal with stress and work pressure.
  • Native speaker of Korean with B1/B2 English skills.
  • Ability to multitask and highly adaptive to a constantly changing environment. Excellent oral, written, and interpersonal communication skills.
  • Ability to effectively manage cross-functional projects. A strong customer-service-oriented mindset sets the tone for team members.
  • Ability to provide quick solutions for operational issues.
  • Intermediate to advanced reporting skills.
  • HMO with 1 free dependent upon hire.
  • Life Insurance.
  • 20 PTO credits annually.
  • VL and SL cash conversion.
  • Annual Performance-Based Merit Increases and Employee Recognition.
  • Great Company Culture.
  • Career Growth and Learning opportunities.
  • A laptop will be provided by the company.


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