Support Operations Manager

1 day ago

Cebu City, Central Visayas, Philippines beBeeOperations Full time $14,400 - $18,000
Job Summary

We are seeking a seasoned professional to fill the role of Support Operations Manager. This position involves collaborating with the Manager of Support to drive operational reviews, planning cycles, and process improvement initiatives.

Key Responsibilities:
  • Partner with the Manager of Support to enhance operational efficiency and implement strategic plans.
  • Develop and maintain dynamic scheduling models to ensure 24/7 coverage and optimal staffing across time zones.
  • Lead volume forecasting using historical data, seasonality, and projected business growth.
  • Monitor real-time performance and adjust staffing or priorities to maintain service level agreements.
  • Own and improve regular reporting across customer satisfaction, ticket trends, agent performance, backlog, and efficiency metrics.
  • Build dashboards and reports using data from Zendesk or similar tools to provide visibility and insight to leadership and stakeholders.
  • Translate data into actionable insights to drive team improvements, reduce ticket volume, and improve customer satisfaction.
  • Cultivate integrations, automation, and workflows with engineering, product, and IT teams.
  • Define and optimize processes that support frontline agents in delivering high-quality, consistent support.
  • Oversee quality assurance frameworks for customer interactions, ensuring support agents adhere to internal standards and tone of voice.
  • Manage the end-to-end training lifecycle for new support agents, including onboarding programs, systems training, and product knowledge development.
  • Create ongoing enablement programs to support team growth, including refresher training, product updates, and process changes.

Required Skills:

  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to collaborate with cross-functional teams.
  • Proficiency in Zendesk and other helpdesk tools.
  • Experience with workforce management platforms and scheduling software.
  • Familiarity with data analysis and reporting tools.

Benefits:

  • A competitive salary and benefits package.
  • The opportunity to work with a talented team of professionals.
  • A dynamic and supportive work environment.

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