Senior Operations Manager

3 days ago


Quezon City, National Capital Region, Philippines Humanly (humanly) Full time

About Humanly:

At Humanly, we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances.

We prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity.

We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within Humanly.

About the Job:

A Team Leader is responsible for managing day-to-day planning and operations of their team. This includes ensuring each teammate delivers on their Service Level Agreements (SLAs) and achieves their Key Performance Indicators (KPIs).

The Team Leader will also organize and handle the team, making sure everyone adheres to their schedules. They will train and help in the development of their team by conducting team huddles and coaching sessions.

Key Responsibilities:

  1. Manage day-to-day planning and operations of the team;
  2. Ensure teammates deliver on SLAs and achieve KPIs;
  3. Organize and handle the team, ensuring adherence to schedules;
  4. Train and develop teammates through team huddles and coaching sessions;
  5. Evaluate strengths and weaknesses of teammates;
  6. Offer solutions for team growth and development;
  7. Create reports of team performance and document feedback from clients;
  8. Manage issues that may arise, including HR-related ones;
  9. Think creatively to find solutions;
  10. Act as liaison between management and the team.

Requirements:

  1. At least two years of relevant Team Leader experience in an outsourcing or similar company, managing a minimum of 10 teammates while working in a customer support role;
  2. Excellent verbal and written communication skills;
  3. Above-average technical know-how;
  4. Previous experience working in phone, email, and live chat customer support roles;
  5. Familiarity with e-Commerce, ZenDesk, or any other CRM tools;
  6. Flexibility and willingness to work on different shifts.


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