Customer Support Team Lead - Makati City
Otter
Date: 3 weeks ago
City: Makati City
Contract type: Full time
Job Summary:
The Team Lead plays a crucial role in managing the day-to-day activities of the team, driving performance excellence, and ensuring operational continuity. This role combines people management responsibilities with a strong focus on operational support, reporting, compliance tracking, and serving as an extension of the Program Manager for critical initiatives.
Key Responsibilities:
Operational backup + Support for COE scaled ops
The Team Lead plays a crucial role in managing the day-to-day activities of the team, driving performance excellence, and ensuring operational continuity. This role combines people management responsibilities with a strong focus on operational support, reporting, compliance tracking, and serving as an extension of the Program Manager for critical initiatives.
Key Responsibilities:
Operational backup + Support for COE scaled ops
- Act as the immediate backup to the Program Manager for anything related to COE Scaled Operations.
- Serve as a backup for any team member during PTOs, sudden absences, or emergency leaves to ensure continuity of operations.
- Step in seamlessly to perform or delegate tasks during staffing gaps.
- Prepare and present the Business Review (BR) deck, including gathering data and providing strategic insights on team and program performance.
- Prepare and maintain weekly reports for each program, ensuring data accuracy and timely submission.
- Analyze trends from reports and provide recommendations for improvements or risk mitigation.
- Provide inputs on SOPs created by the Program Manager for all COE-based programs
- Conduct spot quality audits (spot QAs) on output to ensure compliance with quality standards and process guidelines.
- Provide feedback and corrective action plans based on QA findings.
- Monitor and track team compliance with Return-to-Office (RTO) policies, attendance, etc.
- Flag compliance risks to the Scaled Ops and Support Lead and work with individuals to ensure timely adherence.
- Manage, coach, and develop a team of specialists to meet or exceed performance goals.
- Conduct regular 1:1s, performance reviews, and developmental coaching sessions.
- Drive accountability on key metrics, ensuring individual and team targets are consistently achieved.
- Address performance issues promptly and constructively.
- 2+ yrs of proven experience in a Team Lead, Supervisor, or Senior Specialist role.
- Strong skills in coaching, mentoring, and team development.
- Excellent organizational and multitasking abilities.
- Strong analytical skills; proficiency in Google Sheets, reporting tools, and data analysis.
- High attention to detail, especially when preparing reports or conducting audits.
- Experience with process documentation (SOPs) and quality assurance practices preferred.
- Strong verbal and written communication skills.
- Ability to thrive in a fast-paced and dynamic environment.
- Experience in COE operations or scaled program support is a plus.
- Familiarity with compliance monitoring and performance tracking systems.
- Familiarity with Zendesk, Jira, Salesforce, and other CRM tools.
- Growing market: You’ll be focused on an $80 billion market that’s projected to reach at least $500 billion by 2030 in the US alone.
- Changing the restaurant industry: You’ll be part of a team that helps restaurants succeed in online food delivery.
- Collaborative environment: You will receive support and guidance from experienced colleagues and managers, helping you to learn, grow and achieve your goals, and you’ll work closely with other teams to ensure our customer’s success.
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