Support Operations Expert

2 days ago

Manila, National Capital Region, Philippines beBeeOperations Full time $150,000 - $180,000
Job Overview

We're seeking a highly analytical and strategic Support Operations Manager to oversee our global support team. This critical role is responsible for ensuring smooth, efficient, and data-driven decision-making in a 24/7 operation.


Key Responsibilities
  • Partner with the Manager of Support to drive operational reviews, planning cycles, and process improvement initiatives.
  • Lead continuous improvement initiatives and own root-cause analysis and remediation plans for support issues.
  • Manage and coach the support operations team and help scale team capabilities and career growth pathways.
  • Develop 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 SLAs.
  • Owning regular reporting across CSAT, 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.

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