Lead Support Operations Manager

6 days ago

Davao City, Davao, Philippines beBeeSupportOperations Full time $18,000 - $21,600
Lead Support Operations Manager

We are seeking a seasoned professional to oversee the strategic planning and day-to-day operations of our global support team. As a Lead Support Operations Manager, you will play a pivotal role in ensuring the smooth running of our 24/7 operation.

Key Responsibilities:
  • Strategic Planning: Collaborate with senior leaders to develop and implement operational strategies that drive business growth and customer satisfaction.
  • Team Management: Manage and coach a team of support operations professionals, providing guidance on process improvements and best practices.
  • Scheduling and Forecasting: Develop and maintain dynamic scheduling models to ensure optimal staffing across time zones, leveraging historical data and seasonality to inform volume forecasting.
  • Performance Monitoring: Monitor real-time performance metrics, adjusting staffing and priorities as needed to meet Service Level Agreements (SLAs).
  • Reporting and Analytics: Design and implement regular reporting dashboards using data from Zendesk and other tools, providing actionable insights to drive team improvements and reduce ticket volume.
Required Skills and Qualifications:
  • 5+ years of experience in Support Operations, Workforce Management, or Customer Experience roles.
  • Proven experience with workforce planning, scheduling, and forecasting in a 24/7 global support environment.
  • Strong command of Zendesk reporting tools (Explore, custom dashboards, APIs).
  • Working knowledge of Deel and how to manage global contractor/team logistics.
  • High proficiency in Excel/Google Sheets, SQL (a plus), and BI tools like Looker or Tableau.
  • Excellent analytical, communication, and stakeholder management skills.
Benefits:
  • Competitive salary package with potential for annual performance-based increases.
  • Work-from-home flexibility.
  • Comprehensive benefits package including HMO for the contractor and immediate family.
  • Sick leave and paid time off after three months.
  • Maternity/Paternity leave after six months.
About Us:

We are committed to employing a diverse workforce and offer opportunities for personal and professional growth within a supportive team environment.

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