Support Operations Manager

6 days ago

Cebu City, Central Visayas, Philippines beBeeTraining Full time ₱4,500,000 - ₱8,500,000
Job Overview

As a key member of our support team, you will play a pivotal role in shaping the skills and knowledge of our staff. This involves fostering an environment where they can effectively assist customers.

You will lead a team, develop training programs, and provide ongoing support to ensure high-quality customer service.

Key Responsibilities
  • Develop and implement training programs that enhance the skills and knowledge of the support team.
  • Lead and manage a team of support staff, providing guidance, mentorship, and conducting performance evaluations.
  • Measure and report on the performance of the support team, identifying areas for improvement and implementing strategies to increase effectiveness.
  • Create and manage a comprehensive support knowledge base for consistent and accurate information sharing across the support team and with customers.
  • Collaborate with other departments to ensure training programs align with company goals and customer needs.
  • Monitor and evaluate the effectiveness of training programs, making adjustments as necessary to improve outcomes.
  • Handle escalated customer issues, offering solutions and ensuring customer satisfaction.
  • Develop and support automated tools and processes to streamline support operations and improve efficiency.
  • Maintain an up-to-date understanding of the company's products and services to provide accurate training and support.
  • Ensure the support team follows best practices and procedures.
  • Report on team performance and training program effectiveness to senior leadership.

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