Senior Operations Manager

5 days ago

General Santos, Soccsksargen, Philippines beBeeManagement Full time ₱3,000,000 - ₱6,300,000
Service Delivery Leader

The ideal candidate will oversee our Support team, ensuring they work towards departmental goals in an efficient and effective manner.

  • Key Responsibilities:
    • Manage the dashboard for all PODs to ensure seamless operation.
      • Coordinate scheduling coverage with the team.
        • PARTICIPATE IN DAILY HUDDLES WITH PODS TO REVIEW PROGRESS.
          • FACILITATE TRAINING SESSIONS ON SPECIFIC CLIENTS AND GROUPS OF ENGINEERS FOCUSED ON VARIOUS INDUSTRIES.
            • Triage cases efficiently.
              • Guide team members on Pager Duty usage.
                • CONTRIBUTE TO POD MANAGER ESCALATION NUMBERS BY PROVIDING SUPPORT AND RESOURCES.
                  • Participate in handoff meetings with each shift to ensure a smooth transition.
                    • MANAGE POD TEAMS CHANNELS FOR INTERDEPARTMENTAL COMMUNICATIONS AND ESCALATIONS.
                      • Collaborate with Service Delivery Managers to ensure cases are handled per Thrive standards.
                        • PROVIDE WEEKLY SUMMARY EMAILS TO LEADERSHIP TO KEEP THEM INFORMED.
                          • Work with the team to create knowledge base articles for working with clients and handling various situations.
                            • CONDUCT REGULAR COMPETENCY REVIEWS FOR ALL TEAM MEMBERS TO ENSURE THEY MEET THE EXPECTATIONS.
                              • Evaluate procedural requirements related to prioritization, communication, documentation, and escalations.
                                • STAY UP-TO-DATE WITH BEST PRACTICES THROUGHOUT THE TRAINING AND TECHNICAL SUPPORT PROCESS.
                                  • Ability to adjust priorities and balance responsibilities in a fast-paced environment.
                                    • AVALIABLE TO WORK OUTSIDE OF STANDARD HOURS WHEN NECESSARY OR AS PART OF AN ON-CALL ROTATION.
                                      • Other duties as required.

This role is ideal for individuals who seek a challenging career that ignites their passion and leads to personal growth. If you're attracted to a hard-working environment and seek the guidance, training, and experience necessary to build a lucrative career, then this position may be for you.

We're looking for someone with a Bachelor's Degree in Information Technology or related discipline, or an equivalent combination of education and relevant work experience. 1-3 years of managerial experience, call center or managed services experience preferred. Technical subject matter expert on MSP products as they relate to Thrive's service catalog. Experience managing complex projects, clients, partners, and organizations. ITIL certification and practice preferred. Proven experience managing remote resources. Strong written and verbal communication skills.

What We Offer:

  • A dynamic and supportive work environment.
  • Ongoing training and development opportunities.
  • A competitive salary and benefits package.

How to Apply:

Please submit your application, including your resume and cover letter, to [insert contact information].

Note: Only shortlisted candidates will be contacted for further assessment.

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