Brand Operations Specialist

1 day ago

Cebu City, Central Visayas, Philippines beBeeOperations Full time ₱6,000,000 - ₱8,000,000
Job Overview

The role of Brand Operations Specialist plays a crucial part in overseeing the management and efficiency of brand-related workflows, ensuring effectiveness. This position involves managing performance metrics, coordinating with teams, maintaining Service Level Agreements (SLAs), and adhering to brand standards.

Key Responsibilities
  • Ticket and SLA Management:
    • Meet ticket and email SLA metrics by monitoring reports in CAS and the Performance Dashboard.
    • Collaborate with team members to address urgent cases promptly.
    • Ensure severity cases are resolved within designated timelines.
    • Escalate critical cases to leadership for timely attention.
    • Maintain updates across email threads and ticket systems.
  • Reporting and Metrics:
    • Prepare and submit regular performance reports for senior leaders.
    • Generate weekly team performance reports.
    • Monitor key metrics, including SLA adherence, MTTR, Resolution Rate, Case Count, and Response Time.
  • Team Coordination and Meetings:
    • Attend daily meetings to discuss workflow, report outages, and raise issues.
  • Client and Team Communication:
    • Monitor and respond to client inquiries in a timely manner.
    • Provide case updates and communicate progress on client matters.
    • Coach team members as needed and escalate disciplinary actions if necessary.
  • Process and Tracker Management:
    • Update the productivity tracker consistently.
    • Maintain key trackers: Conference Tracker, Dispatch Tracker, and RMA Tracker.
  • Qualifications and Skills
    • Strong organizational and project management skills with multiple priorities and deadlines.
    • Experience in SLA management, ticketing systems, and metrics reporting.
    • Excellent communication skills, both written and verbal, with a focus on collaboration.
    • Proficiency in CAS, Microsoft Teams, Excel, and SharePoint.
    • Ability to lead and coach a team, with a focus on continuous improvement and accountability.
    • Analytical mindset to interpret metrics and identify areas for improvement.

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