Night-Shift Support Operations Lead: Coaching & KPIs

Recruitify_HR; Pasig; Hybrid; PHP 720,000 - 960,000; Full time

Benefits offered by this job

Hybrid work model

On-site training during first 3 months

Job summary

Recruitify_HR is seeking an Operations Assistant Manager in Pasig, Metro Manila to elevate agent productivity, quality, and growth within the Customer Support team. You will coach, analyze metrics, and optimize workflows to meet SLAs and KPIs while reducing escalations.

The role oversees a team of support agents and team leaders, with hybrid work after an initial onsite training period (first 3 months). Night shifts are involved.

Qualifications

• 3+ years in Tier 1/Tier 2 technical support in SaaS, property tech, or ERP software is required.
• Proven track record in coaching or mentoring in a metrics-driven environment is required.
• Proficiency in RealPage core products (OneSite, YieldStar) or ability to rapidly learn.
• Basic SQL/ticketing system proficiency (Salesforce, Zendesk).
• Strong experience with support KPIs (FCR, AHT, CSAT).
• High emotional intelligence, collaborative mindset, and adaptive communication skills.
• Willing to work in a hybrid setup with occasional overtime or on-call support.

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

Performance analytics

Stakeholder mgmt

SQL basics

CRM tools

RealPage tools

Tools

Salesforce

Zendesk

OneSite

YieldStar

SQL

Job description

Recruitify_HR is seeking an Operations Assistant Manager in Pasig, Metro Manila to elevate agent productivity, quality, and growth within the Customer Support team. You will coach, analyze metrics, and optimize workflows to meet SLAs and KPIs while reducing escalations.

The role oversees a team of support agents and team leaders, with hybrid work after an initial onsite training period (first 3 months). Night shifts are involved.