Operations Team Lead

16 hours ago

Manila, National Capital Region, Philippines beBeeCustomerCentricity Full time ₱5,000,000 - ₱7,250,000

Job Title: Operations Team Lead

Job Description

This is a leadership role that requires managing a team of customer service representatives in a virtual environment. The successful candidate will have experience leading teams, motivating staff, and driving collaboration across matrixed operations.

Key Responsibilities:
  • Manage a team of 8-10 front-line supervisors and staff (total span of control 100+), across 24x7 service shifts.
  • Direct overall service-related activities for the team's customer service function. Support the company's customer experience and operations strategies.
  • Lead people initiatives with HR, including compensation planning, performance management, staffing, employee relations, employee recruitment, training, teaming, and employee development.
  • Interface with other service functions and business units (e.g., sales, account management, technology).
  • Direct workforce management execution to optimize operational efficiencies while not compromising the customer experience.
  • Execute technology and process enhancements to improve operational efficiency, enhance the customer experience, and respond to customer requests.
  • Develop innovative solutions to meet customer needs.
  • Solve unique and complex problems with broad impact on the business.
Required Skills and Qualifications:
  • High school diploma or equivalent required. Bachelor's degree preferred.
  • 5+ years' experience managing within a contact center or call center operations management environment required.
  • Experience leading multi-channel virtual operational teams.
  • Experience leading in a customer-centric culture with strong customer service orientation.
  • Experience with Net Promoter Score (NPS) preferred and a proven history of improving an operation's overall effectiveness and efficiency while improving the customer experience.
Benefits:
  • The opportunity to lead a dynamic team in a fast-paced environment.
  • A competitive salary and benefits package.
  • Professional growth and development opportunities.

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