Safety Investigations Team Lead - On-site in Taguig

About the Role

As the Safety Investigations Team Lead in Taguig, you will oversee a dedicated team of Community Operations Specialists. This role is crucial for ensuring quality and efficiency in our operations. You will be responsible for guiding your team in a 24x7 support environment, focusing on enhancing customer experience and meeting service level agreements (SLAs). Your leadership will drive improvements in our processes and training programs.

Responsibilities

• Lead and develop a team of 10-15 Community Operations Specialists to achieve performance goals.
• Manage SLA metrics and ensure high-quality customer experiences.
• Develop and implement training programs to enhance team skills.
• Make data-driven improvements to operational processes.
• Train and educate Community Operations Specialists and stakeholders on best practices.
• Execute ad-hoc projects and share insights for continuous improvement.
• Analyze team performance and provide constructive feedback.
• Review JIRAs and ensure compliance with SLAs.

Requirements

• Minimum 1 year of experience in team leadership.
• Willingness to work in a 24x7 support environment.
• Strong verbal and written communication skills in English.
• Understanding of customer support workflows and quality frameworks.
• Self-motivated and goal-driven individual.
• Familiarity with case management systems.

Benefits

This role offers a competitive salary and opportunities for professional growth. You will benefit from a supportive work environment that values work-life balance. We provide comprehensive health coverage and encourage continuous learning through training programs. Join us to make a significant impact in our operations and help shape the future of our team.