BPO Operations Team Manager

Role Details

Contract Duration: External - permanent, Internal - OIC
Position type and schedule: Full-time. Flexible availability to work any shift
Training Schedule:  Flexible availability to work any shift
Work type and Location: Hybrid, Metro Manila
Expected start date: ASAP

About Us
A little about us. We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day to day and thrive

About The Role

Team Managers are one of PartnerHero’s most experienced Partner Operations professionals. They are comfortable building sophisticated Customer Experience programs, managing large omnichannel teams, and providing guidance and mentorship to frontline team leadership.

A successful candidate will be able to demonstrate exceptional competencies that deliver high-quality outcomes around customer support, staffing around seasonality, forecasting, toolset, and workflow optimization, and recommending and implementing program-specific enhancements. This candidate must eagerly and effectively build trust and rapport with our partner, while also offering transparent and prompt attention to the objectives of PartnerHero. This candidate will be expected to interact and work collaboratively with our senior leadership and operations teams in order to drive our business and revenue opportunities forward.
 

What you'll do...

• Managing your time effectively to fulfill daily/weekly/monthly tasks at the highest level of quality
• Keeping external partner POCs updated on the regular status and progress of your team
• Ensuring the team is performing at expected quantitative and qualitative levels
• Contributing to critical team operations: including hiring, onboarding, training, quality control, feature request tracking, and team building
• Establishing a quality-focused team culture with strong communication and adherence to the PartnerHero Core Values
• Managing team issues and risks, and developing mitigation initiatives and contingency plans to reduce potential impact. Activating and implementing these strategies when necessary
• Examining required reports on a regular basis to confirm the information has been correctly added and to detect any trend/improvement that can be done in the team
• Evaluating team overall happiness and engagement
• Directly managing and developing a team of high-performing team leads and associates
• Monitoring individual performance and wellbeing
• Performing regular 1:1’s with all direct reports, as well as skip levels with other team members (as required)
• Resolving personnel issues as they arise, leading disciplinary action as needed
• Working on development programs for associates and leads
• Assisting Leads with HR-related issues and policies, payroll and bonus structures, and the management of their teams
• Participating in regular program reviews
• Performing internal quality control check-ins with assigned programs
• Supporting team leads and managers in establishing KPIs and meeting their program goals 
• Providing the leadership team with status updates and solutions to milestones, deliverables, risk assessment, etc.
• Ensuring all solutions satisfy both the partner’s goals and PartnerHero’s vision
• Fostering a problem-solving environment demonstrating teamwork and innovation
• Establishing a standard and encouraging the learning and sharing of best practices 
• Crafting best practices and templates based on program needs/requirements
   

What we expect from you:

• 5+ years as a CX Operations Manager or equivalent
• 3+ years successfully managing teams of up to 30+ associates and mentoring 3-5 frontline team supervisors Experience overseeing seasonal hiring, staffing, training, and quality control programs
• Proven ability to develop master schedules and shifts in accordance with service-level agreements
• Experience optimizing and streamlining platforms such as ZenDesk, TalkDesk, Shopify, and Gsuite applications
• Strong understanding of how to use data to generate reports and assess the health and efficacy of a partner program Contact center proficiencies associated with skill-based routing, telephony IVR, CRM, and KB implementation and optimization

If you have these additional skills that would be great (but not required)

• Experience working within a brand-driven startup environment
• Omnichannel contact center experience and leadership (phone, email, chat, etc.)
• Experience leading teams impacted by seasonality and high consumer demand periods
• Experience in a high-stress operational group that is dependent on escalation priority and issue triage
   

What you will get in return:

• Full-time (40 hours a week)
• Locations: Metro Manila (WFH until safe to return to the office)
• Competitive salary compensation based on experience
• Attractive benefits package such as medical, dental, and vision (determined by the location)
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• Ability to own your career and determine your next move at PartnerHero
• Equipment needed to be successful in your role
   

Company Culture is at our core
Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.
 

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].

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