Operations Manager- customer supportNimbyx Philippines, Inc.

Job Description
Job Summary:
We are seeking a highly motivated and experienced Operations Manager for our growing Evident Customer Support teams. As the Operations Manager, you will provide support and direction for the Team Lead - Customer Support as well as directly support a team of Dental Sales Support Managers. The ideal candidate will have experience in creating and managing diverse teams and have a strong project management and process optimization skillset. As the Operations Manager, you will be responsible for managing and optimizing all aspects of Customer Support operations, ensuring that we deliver world-class customer service and support to our labs and dentists around the globe.
Key Responsibilities:
Develop and implement processes and procedures to improve the overall efficiency and effectiveness of the teams.
Manage day-to-day operations, ensuring that customer inquiries and issues are resolved in a timely and professional manner.
Monitor team performance against KPIs and SLAs, and take corrective action where necessary.
Ensure that all team members are adequately trained, coached and mentored to meet operational goals and objectives
Collaborate with internal stakeholders and work closely with other departments to ensure that customer issues are resolved and that process improvements in implemented.
Create and maintain reports on team performance and customer feedback.
Analyze data and trends to identify areas for improvement in the customer support process.
Manage and oversee multiple projects simultaneously, ensuring they are delivered on time, within budget, and to the required quality standards
Requirements:
Minimum of 8+ years of experience in managing multiple customer support teams and leaders.
Strong leadership and management skills, with a proven track record of managing teams to meet or exceed KPIs and SLAs.
Demonstrated project management and process improvement experience.
Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with customers, team members, and other departments.
Analytical and problem-solving skills, with the ability to identify issues and develop solutions to address them.
Strong attention to detail and the ability to multitask in a fast-paced environment.
Excellent organizational and time-management skills.
Prior working experience with Hubspot, Zendesk and Power BI considered an asset.
NOTE: this is a Monday-Friday Night Shift position based out of our BGC Head office. Hybrid set-up is available after regularization.