Operations Manager - Cagayan De Oro City
2 linggo ang nakalipas
Job summary
Serves as the most experienced team member and the primary liaison between onshore leadership and the Philippines-based support team Provides strategic and hands-on leadership ensuring consistent delivery of high-quality customer support services Oversees daily customer support operations workforce coverage and queue management to meet service-level targets Conducts regular one-on-one performance reviews coaching sessions and career development discussions Establishes monitors and enforces KPIs SLAs and quality standards across all support channels Screens calls monitors chats emails tickets to ensure quality compliance professionalism Performs quality assurance audits provides structured feedback coaching plans Develops implements performance improvement plans PIPs corrective actions when required Maintains team engagement morale motivation culture accountability continuous improvement Tracks analyzes delivers detailed performance reports insights trend analysis to leadership Identifies operational gaps process inefficiencies recurring customer issues proposes implements solutions Leads process optimization initiatives improve resolution times customer satisfaction team efficiency Collaborates cross-functional teams operations product engineering training QA resolve escalations systemic issues Acts final point escalation complex high-impact cases Ensures adherence internal policies security standards data privacy compliance requirements Owns onboarding training certification new hires promotions Creates maintains updates SOPs workflows playbooks knowledge base documentation Drives consistency tools usage CRM documentation internal communication standards Leads training change management efforts products features tools system updates Ensures readiness before launches operational changes Aligns staffing schedules resource allocation forecasted volumes business needs Partners leadership workforce planning capacity succession planning Participates meetings operational reviews strategic planning discussions
Paglalarawan ng trabaho
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