Supervisor, SEO & SEO Web

eClerx; Manila; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

eClerx Manila seeks an operations leader to coach a team of SEO and SEO Web Analysts, setting clear expectations and providing regular feedback.

You will own performance against SLA, quality, and productivity targets, manage workload and capacity, and lead onboarding and cross-training to cover backlog across SEM and Social Ads.

Strong stakeholder management, weekly reporting, and drive for process improvements will be essential to raise throughput and client satisfaction.

Qualifications

• Lead and coach a team of SEO Analysts.
• Oversee performance against SLA, quality, and productivity targets.
• Coordinate capacity planning and onboarding across SEM and Social Ads.

Responsibilities

• Team Leadership: Directly manage and coach a team of SEO and SEO WEB Analysts, setting clear expectations and providing regular 1:1 feedback.
• Performance Monitoring: Track team and individual performance against AHT, SLA, quality, resource utilization, and productivity targets; drive corrective action where targets are missed.
• Capacity & Scheduling: Plan daily/weekly workload distribution across both pods, manage shift coverage, and monitor attendance, leave, and resource utilization.
• Calibration & Coaching: Run regular calibration sessions and quality reviews with analysts to align on quality standards and reduce rework.
• Onboarding & Training: Lead onboarding, training, and cross-training of new and existing analysts, including cross-skilling between SEM and Social Ads where needed to manage backlog.
• SLA Governance: Own SLA performance across both SEM and Social Ads workstreams; investigate and document root causes for SLA misses and drive process fixes.
• Quality Assurance: Conduct or oversee quality audits on campaign builds, optimizations, and change requests across Google Ads and Meta Ads; ensure audit checklists are current and consistently applied.
• Escalation Management: Serve as the first point of escalation for ambiguous client requirements, platform outages/bugs, and tooling issues; escalad further to Operations Manager or client stakeholders as needed.
• Process Improvement: Identify and implement process improvements, SOP updates, and automation opportunities to improve throughput, quality, and resource utilization across both pods.
• Reporting & Stakeholder Management: Prepare and present weekly/monthly performance summaries for SEM and Social Ads to leadership and client stakeholders.
• Client Communication: Represent both teams in client weekly operations reviews; respond to client queries on campaign status, delays, and change requests.
• Action Log Ownership: Maintain and drive closure of open action items and proposals raised with the client or internal leadership.
• Cross-Functional Coordination: Coordinate with adjacent teams on shared client priorities and dependencies.

Skills

Team Leadership

Performance Monitoring

Capacity & Scheduling

Calibration & Coaching

Onboarding & Training

SLA Governance

Quality Assurance

Escalation Management

Process Improvement

Reporting

Client Communication

Action Log Ownership

Cross-Functional Coordination

Job description

Responsibilities:

• Team & Performance Management
  
  
  
  • Team Leadership: Directly manage and coach a team of SEO and SEO WEB Analysts, setting clear expectations and providing regular 1:1 feedback.
    
    
    
    • Performance Monitoring: Track team and individual performance against AHT, SLA, quality, resource utilization, and productivity targets; drive corrective action where targets are missed.
    
    
    • Capacity & Scheduling: Plan daily/weekly workload distribution across both pods, manage shift coverage, and monitor attendance, leave, and resource utilization.
    
    
    • Calibration & Coaching: Run regular calibration sessions and quality reviews with analysts to align on quality standards and reduce rework.
    
    
    • Onboarding & Training: Lead onboarding, training, and cross-training of new and existing analysts, including cross-skilling between SEM and Social Ads where needed to manage backlog.
    
    
    
    
  
  
  • Delivery & Quality Oversight
    
    
    
    • SLA Governance: Own SLA performance across both SEM and Social Ads workstreams; investigate and document root causes for SLA misses (e.g., platform issues, tracker errors, scope complexity) and drive process fixes.
    
    
    • Quality Assurance: Conduct or oversee quality audits on campaign builds, optimizations, and change requests across Google Ads and Meta Ads; ensure audit checklists are current and consistently applied.
    
    
    • Escalation Management: Serve as the first point of escalation for ambiguous client requirements, platform outages/bugs, and tooling issues (e.g., Salesforce tracker, SLA tracker); escalad further to Operations Manager or client stakeholders as needed.
    
    
    • Process Improvement: Identify and implement process improvements, SOP updates, and automation opportunities to improve throughput, quality, and resource utilization across both pods.
    
    
    
    
  
  
  • Reporting & Stakeholder Management
    
    
    
    • Performance Reporting: Prepare and present weekly/monthly performance summaries (SLA pass rate, quality, productivity, resource utilization, backlog) for SEM and Social Ads to internal leadership and client stakeholders.
    
    
    • Client Communication: Represent both teams in client weekly operations reviews; respond to client queries on campaign status, delays, and change requests.
    
    
    • Action Log Ownership: Maintain and drive closure of open action items and proposals (e.g., SLA target proposals, tool access requests) raised with the client or internal leadership.
    
    
    • Cross-Functional Coordination: Coordinate with adjacent teams (e.g., SEO, Web Development, Profile Fulfillment) on shared client priorities and dependencies.