Enterprise Operations Lead

4 days ago


Cebu City, Central Visayas, Philippines CallTek Full time

We are seeking an experienced Operational Excellence Manager to join our team at CallTek. As a key member of our operations team, you will be responsible for ensuring the efficient management of brand-related workflows, ticket resolutions, and client communications.

Key Responsibilities
  • Ticket and SLA Management:
    • Develop and implement strategies to improve ticket resolution times.
    • Collaborate with Brand Managers and Coordinators to prioritize urgent cases.
    • Escalate critical cases to leadership for prompt attention.
  • Reporting and Metrics:
    • Analyze performance data to identify areas for improvement.
    • Prepare and submit regular reports on brand team performance.
  • Team Coordination and Meetings:
    • Lead daily stand-up meetings to discuss SLA breaches and action plans.
    • Maintain open communication with the brand team through Teams.
  • Client and Team Communication:
    • Respond promptly to client inquiries and provide updates on case progress.
    • Cross-train team members on key processes and procedures.
  • Process and Tracker Management:
    • Monitor and update key trackers, including conference, dispatch, and RMA.
    • Ensure accurate tracking of brand metrics and severity cases.
  • Other Responsibilities:
    • Maintain compliance with brand standards and guidelines.
    • Stay up-to-date with industry trends and best practices.


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