Service Team Manager
New
T
ThumbtackCustomer Service
Remote, Philippines, Graveyard shiftFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- At least 4 years of professional experience in the BPO, shared services, or similar industry, 3 years of which have been spent in a leadership capacity/level
- Required Skills
- LeadershipProject ManagementSalesforceCustomer serviceProcess improvement
Requirements
- At least 4 years of professional experience in the BPO, shared services, or similar industry.
- At least 3 years of experience in a leadership capacity.
- Ability to communicate effectively in English.
- Willingness to work during the graveyard shift, holidays, weekends, and rotating rest days.
- Experience managing both voice and non-voice accounts (SMS, Chat, Email).
- Experience handling teams with sales and customer service focus metrics (CSAT, Sales, AHT, Quality).
- Experience supporting online marketplaces, communities, e-commerce, or consumer/app products.
- Experience in project management.
- Background or training in process improvement methodologies like Lean or Six Sigma.
- Background or training in COPC.
- Comfortable working in a fast-paced tech startup environment.
Responsibilities
- Lead, coach, and develop team members through regular 1:1s, huddles, and calibrations.
- Drive team performance and quality by monitoring KPIs, addressing performance issues, and managing escalations.
- Foster an inclusive, high-trust culture that encourages collaboration and engagement.
- Communicate updates, goals, and company programs clearly and consistently.
- Collaborate cross-functional partners in Operations, Training, QA, WFM, Analytics, and HR.
- Manage core people operations including performance reviews, coaching documentation, and timekeeping.
- Identify trends and drive continuous improvement by surfacing insights and refining processes.
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