Operational Manager
- Remote, NCR, PH
- Philippines - Remote
- Full-time
- Internet and Software
- Bachelor's Degree
- Associate
- 10,000 - 12,000 USD Annually
- 40 - 40 hours per week
Description
The Operational Manager will oversee the daily performance and productivity of the Support and Billing team, ensuring exceptional service delivery, process efficiency, and adherence to client expectations. This role is responsible for driving key operational metrics, maintaining schedule compliance, and supporting continuous improvement across all team functions.
Key Responsibilities
Lead day-to-day operations of the Support team, ensuring all service goals and SLAs are met.
Monitor and analyze performance metrics (quality, productivity, CSAT, AHT, and adherence), identifying trends and opportunities for improvement.
Drive accountability across the team through coaching, feedback, and clear performance expectations.
Oversee escalation management, ensuring timely and accurate resolutions for complex or sensitive issues.
Partner with leadership to develop strategies that optimize team performance and operational efficiency.
Ensure consistent schedule adherence and workforce alignment to meet business needs.
Collaborate cross-functionally with other departments (Training, QA, Workforce Management, and Client Services) to maintain alignment on goals and deliverables.
Support onboarding, training, and ongoing development of team leads and agents.
Leadership Action Items:
Strong analytical skills with the ability to interpret data, catch patterns and drive performance improvements.
Excellent communication, coaching, and problem-solving abilities.
Proven track record of managing metrics-driven teams and fostering accountability.
Experience working in a fast-paced, client-focused environment.
Preferred Skills
Experience with ZenDesk reporting
Familiarity with workforce management and scheduling tools.
Background in SaaS or BPO environments is a plus.