Operations Team Lead

17 hours ago

Quezon City, National Capital Region, Philippines beBeeManager Full time ₱800,000 - ₱1,200,000
Job Overview

This position is responsible for leading a team of analysts to ensure adherence to Service Level Agreements and quality standards. The ideal candidate will have experience in team leadership, operations, and escalation management.


Key Responsibilities
  • Team Leadership & Operations: Supervise a team of analysts to ensure they meet performance targets. Monitor daily call volume and redistribute workload as needed.
  • Escalation & Complex Issue Resolution: Resolve high-priority escalations and identify potential agent or carrier escalations. Liaise with Finance and sales teams to address systemic issues.
  • Performance Monitoring & Reporting: Track call answer rates and missed calls using RingCentral logs. Analyze call trends to identify training gaps or process inefficiencies.
  • Process Optimization & Transition Management: Lead the transition to new processes by documenting procedures and training plans.
  • Stakeholder & Carrier Relationship Management: Serve as the escalation contact for carriers and internal teams. Maintain and strengthen carrier relationships through timely communication.

Qualifications & Skills
  • Bachelor's degree in business administration or accountancy preferred.
  • 5+ years of experience in AP/call center/vendor helpdesk leadership, preferably in logistics or BPO.
  • Proven experience in outsourcing transitions and vendor management.
  • Advanced Excel analytical skills and experience in Dynamics AX.
  • Strong decision-making, conflict-resolution, and prioritization abilities.
  • Flexibility to work during peak periods as needed.

Job Details
  • Seniority level: Mid-Senior level.
  • Employment type: Full-time.
  • Job function: Management, Finance, and Accounting/Auditing.
  • Industry: Outsourcing and Offshoring Consulting.

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