Job Accountabilities
Strategic Leadership & Team Growth
- Lead and scale the Manila Support team in alignment with evolving business needs.
- Make a strong, positive impression on our clients through consistent delivery of high-quality service and proactive collaboration.
- Collaborate with leadership to identify talent needs and drive recruitment, onboarding, and training of new hires.
Conduct interviews and make hiring recommendations for team expansion.
- Organize quarterly team-building events, including budget proposals and coordination with local accounting.
- Performance Management & Coaching
- Prepare and manage weekly work schedules, adjusting for absences and training.
- Monitor and evaluate team performance through RingCentral call analytics and email activity to ensure service standards are consistently met.
- Conduct regular call and email coaching sessions to reinforce strengths and address improvement areas.
- Administer performance reviews, disciplinary actions, and recognition programs.
- Review emails and recorded calls to ensure compliance with Discover and client standards.
Operational Excellence
- Oversee the prompt and professional handling of all inbound email communications.
- Oversee Travel Agent Platform registrations, ensuring completion within 24 hours.
- Maintain SLA compliance, including 60% of inbound calls answered within 40 seconds.
- Monitor staffing levels, lunch breaks, and leave schedules to ensure coverage.
- Manage team overtime within budget while maintaining service quality.
- Host weekly Escalation meetings to track and advance case resolutions.
- Delegate and oversee tasks assigned by members of Discover the World and /or client Management.
Client & Stakeholder Engagement
- Serve as a point of contact for client escalations and Manager-level communications.
- Coordinate consolidation of independent Travel Agency accounts into HOST accounts as needed.
- Collaborate with the relative stakeholders to deploy and evaluate Balto AI software across the team.
Process Optimization & Technology Integration
- Identify operational gaps and recommend improvements before clients raise concerns.
- Develop expertise in all support processes (registrations, email handling, escalations, surveys, call handling, ).
- Detect and escalate system issues, ensuring timely resolution.
Leadership Attributes
- Has led remote teams working night shifts in a BPO setting, with a strong understanding of global support dynamics.
- Demonstrates a fair, professional, and objective leadership style that fosters trust and accountability.
- Keeps company goals and objectives top of mind while making decisions and setting priorities.
- Willingly supports the team by answering emails, managing registrations, and accepting transfer calls when needed.
- Manages the team with a discerning and watchful approach—maintaining accountability and awareness in all aspects of responsibility.
Job Requirements
- 2+ years of experience in performance management or team leadership, preferably in a BPO or customer support environment.
- Proven ability to lead remote and cross-functional teams, including night shift operations.
- Strong analytical skills with experience in performance reporting and coaching.
- Excellent communication, organizational, and interpersonal skills.
- Familiarity with tools such as RingCentral, Balto AI, MS Office products and CRM/email platforms.
- Experience working with global clients, preferably in travel or tech sectors.
