Night-Shift Operations Manager (SaaS/ERP) Coaching & Growth

recruitify_hr; Philippines; Hybrid; PHP 800,000 - 1,400,000; Full time

Job summary

Recruitify_hr in the Philippines is seeking an Operations Assistant Manager to elevate agent productivity, quality, and career growth within the Customer Support team. You will coach, analyze metrics, and streamline workflows to meet SLAs and KPIs while reducing escalations.

You will oversee a team of agents, lead two team leaders or a special project, and partner with WFM and CX to align coaching with evaluation criteria. Hybrid role with onsite training initially.

Qualifications

• 3+ years in Tier 1/Tier 2 technical support in SaaS, property tech, or ERP software

Responsibilities

• Conduct 1:1 coaching sessions to improve FCR, AHT, and CX scores; develop personalized improvement and career growth plans for agents at all performance levels.
• Track and report on T1 KPIs (AHT, FCR, CSAT, schedule adherence); identify performance gaps through call/chat/case monitoring and ticket audits.
• Collaborate with WFM to forecast staffing needs; work with CX and Technical Coach to align coaching with evaluation criteria.
• Lead group workshops on efficiency, problem-solving, and product knowledge; develop quick-reference guides and micro-learning content.
• Identify recurring patterns and recommend process improvements to reduce escalations and bridge the gap between customers and the product team.
• Assist in new hire nesting and OJT to accelerate ramp-up time.
• Oversee and implement special projects assigned by management based on business needs.

Skills

Coaching

KPI tracking

Team leadership

Stakeholder collaboration

Tools

Property Management Software

Pricing Software

Salesforce

Zendesk

Job description

Recruitify_hr in the Philippines is seeking an Operations Assistant Manager to elevate agent productivity, quality, and career growth within the Customer Support team. You will coach, analyze metrics, and streamline workflows to meet SLAs and KPIs while reducing escalations.

You will oversee a team of agents, lead two team leaders or a special project, and partner with WFM and CX to align coaching with evaluation criteria. Hybrid role with onsite training initially.