Associate director, customer support & lead qaDemand Science Team Philippines, Inc.

Position Summary:
Responsible for leading and directing the Lead Generation Customer Support and Lead Quality Assurance teams and those overall operations to ensure all lead generation campaigns are set up quickly, accurately and delivered on time. And leads delivered to clients adhere to our quality standards.
Essential Job Functions "What You'll Do":
Build collaboration and cohesion between Customer Support & Lead QA teams
Liaison to PH site leaders & HR on all requirements relating to PH labor laws and employee relations
Accountable for meeting lead fulfilment revenue goals
Retain staff by training, coaching, and recognizing employees
Maintain a safe, productive & secure work environment
Accomplish financial objectives by participating in the development and compliance of annual department budgets
Oversee staff processes and procedures to ensure compliance and scalability for revenue growth
Provide leadership and mentorship to Senior Managers and build/maintain team morale
Edit KPIs for performance evaluations and incentives as business requirements change
Work with US leadership to execute changes needed to support business growth
Set and comply with explicit guidelines for decision-making and crisis management
Communicate the organization's vision, mission & values to employees
Identify problems and deficiencies, ensuring corrective measures are implemented for improvement
Set and follow guidelines and standards for personnel evaluations and advancement
Gain influence, trust, and credibility within the organization to build and help foster collaborative work relationships
Liaison with external departments to ensure the organization is running smoothly and effectively
Work with Human Resources when handling employee complaints and inquiries, assisting with conflict resolution, when necessary
Essential Qualifications "What You'll Need":
Minimum 5 - 7 years Senior Operations Management experience
Must have a Bachelor's degree in business management or at least 5 years in a related field
Exceptional interpersonal communication and conflict resolution skills
Communicate clear instructions and create a transparent environment with employees
Develop and sustain long-term relationships with the Customer Support & Lead QA departments, as well as other company leaders, in order to facilitate project execution, alignment, and collaboration
Be a great listener--treating others with respect and remaining calm when facilitating conflict resolution
Handle employee requests and inquiries in a professional, diplomatic and tactful manner
Give and respond to constructive feedback, as well as recognize employee efforts
Lead by example, motivating employees and others to achieve results and exceed goals
Delegate tasks and the proper authority to ensure operations are being handled more efficiently
Strive to improve individual and team contributions
Be resourceful, energetic, and optimistic
Strong organizational and time management skills
Prioritize and plan organizational activities, ensuring time is managed effectively
Multi-tasks; manage teams, produce results, and meet deadlines in a dynamic, fast-paced environment
Work well under pressure
Analytical, problem-solving, and decision-making skills
Think outside the box as needed, using creativity and imagination to develop new insights and to apply new solutions to problems
Exercise sound judgment and critical thinking
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Demand Science Team Philippines, Inc.

Manila City, Metro Manila
Permanent
Full-time