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    Team Manager - Taguig, Pilipinas - Execo

    Execo
    Execo Taguig, Pilipinas

    1 linggo ang nakalipas

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    Paglalarawan

    Role Objectives

    Build and run a pioneer support team for a rapidly growing tech startup in the e-commerce space. Helping the team provide support for the fast-growing user base in maximizing the new platform by processing orders and assisting them with any challenges they might encounter, the Team Manager will oversee day-to-day operations ensuring efficient and effective delivery, driving the teams overall success.

    Job Description

    • Oversees day to day operations of the Customer Support Team and primary point of contact in Manila for the Client Team
    • Well versed in managing distribution of work according to impact and priority
    • In charge of workforce management and ensure consistent 24x7x365 coverage across all shifts
    • Accustomed handling high levels of accountability across multiple stakeholders, gathering data and preparing regular reports
    • Knowledgeable in Workflow based and process driven tasks
    • Perform regular Quality Audits for all team members
    • Drives continuous improvement by driving each consultant to perform through coaching, and mentoring
    • Experienced in corresponding with clients and partners to ensure clear communication lines ensuring excellent service delivery
    • Experienced in identifying errors and developing processes to limit and mitigate risks
    • Responsible for on-boarding new hires and facilitating training for new projects
    • Perform RCAs (Root Cause Analysis) on customer feedback and escalations to find opportunities for performance improvement
    • Build and Manage Support Content on the provided platform for easy access and user consumption

    Required Skills

    • Has at least 5 years of Management experience in a Customer Support, Customer Service, Customer Experience related role across various channels (Email, Chat, and Voice)
    • Excellent spoken and written English communication skills
    • Able to communicate clearly and effectively
    • Enthusiastic about learning and gaining new skills, knowledge in the Tech Startup space and take on additional responsibilities in the team
    • Should have demonstrated success in managing teams of different sizes, able to provide good coaching and proven people management skills
    • Should have a keen understanding of day-to-day operations
    • Experience in any e-commerce, order processing, order fulfillment operations is a big plus

    Benefits and Perks

    • Competitive base salary
    • HMO coverage
    • Life Insurance
    • Vacation, Sick, and Compassionate Leave
    • Service Incentive Leave Cash Conversion
    • Medical, Rice, Clothing and Laundry Allowance
    • State-of-the-art facilities & great work environment
    • Opportunity for career growth within

    This is a full-time position based in BGC, Taguig.

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