Group Operations Manager

2 weeks ago


Angeles City, Central Luzon, Philippines SuperStaff Full time
Job Overview

We are seeking a highly skilled Group Operations Manager to join our team at SuperStaff. This is a challenging role that requires strong leadership and communication skills, as well as the ability to work under pressure in a fast-paced environment.

About the Role

The successful candidate will be responsible for providing coaching and guidance to customer service representatives, creating and implementing standard practices, and working closely with the Operations Supervisor/Operation Manager.

Key Responsibilities
  • Lead a team of customer service representatives to achieve excellent customer satisfaction and service level targets.
  • Develop and maintain a high-performing team by providing regular feedback, coaching, and training opportunities.
  • Create and implement effective processes and procedures to improve efficiency and productivity.
  • Collaborate with other departments to ensure seamless communication and teamwork.
  • Analyzing customer feedback and data to identify areas for improvement and develop solutions.
Requirements
  1. 2-3 years call center experience or in a similar position, preferred.
  2. Previous experience in a Senior Customer support role.
  3. Strong phone, verbal, and written communication skills are required.
  4. Must be knowledgeable in basic office operations and be able to perform multiple tasks simultaneously.
  5. Must be able to work under pressure, delineate priorities when workload is abundant.
  6. Must be able to represent the company in a professional manner.
  7. Able to perform the essential duties of this position without posing a "direct threat" to the health or safety of self or others.
  8. Strong time management skills with the majority of your time focused on inbound calls.
  9. Flexibility with scheduling is preferred, as we will have an occasional need to cover evening and/or weekend shifts.
  10. Excellent leadership and people management skills.
  11. Experience managing a team before.
Benefits
  • HMO with 1 free dependent upon hire.
  • Life Insurance.
  • Night Shift (10% Night Differential).
  • 20 PTO credits annually.
  • Great company culture.
  • Career growth and learnings.
  • A laptop will be provided by the company.


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