Senior Support Operations Manager

3 days ago


Manila, National Capital Region, Philippines Satellite Office Full time

About the Role:

The Senior Support Operations Manager will play a crucial role in the Satellite Office by overseeing the implementation of policies and procedures within the Client Support Team. This individual will be responsible for ensuring all team efforts align with immediate and long-term business objectives, identifying areas for improvement, and executing strategies to drive success.

Responsibilities:

  1. Manage team members across different regions, ensuring sufficient staff coverage to achieve business goals.
  2. Elevate issues as needed with Australian managers, promoting seamless communication.
  3. Maintain productivity as a team member, assisting in answering/handling client calls while providing support to the Client Support Team Manager in evaluating and establishing procedures and strategy.
  4. Daily monitoring of lead volumes to guarantee correct coverage, contributing to the overall success of the team.
  5. Participate in training new staff, driving continuous engagement and influencing team culture.
  6. Monitor daily goals for Client Support Team agents, working collaboratively to enhance efficiency and conversion rates.
  7. Assist in maintaining attendance records, fostering a supportive work environment.

Requirements:

  1. Prior experience as a BPO Team Lead or similar role, preferably with cross-country experience.
  2. Vehicle retail experience is beneficial.
  3. Proven skills in analytics and lead management systems, along with exceptional writing, communication, and presentation skills.
  4. Proficiency in Microsoft Office suite, particularly Excel and PowerPoint.


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