Duties and Responsibilities:

• Manages a staff maximum of 20

• Reviews, maintains, and drives the performance of staff on a weekly, monthly, and annual basis

• Manages internal operational metrics and clients' SLA/KPI metrics

• Actively involved in regular client and operations calls/meetings

• Works closely with Operational Leadership in preparing for all clients' Business Reviews (MBR, QBR, ABR, etc.)

• Holds/Participates in a monthly General Assembly and quarterly Town Hall meetings

• Analyzes performance data for Operations, Client, and/or management

• Monitors deadlines and updates the daily tracker

• Conducts ongoing/regular audits, coaching (1v1, Triad, Team), and feedback sessions

• Implements corrective actions and monitors progress on any deviations/infractions, process gaps, and KPI/SLA • Identifies challenges and troubleshoot escalated issues

• Updates Operations Leadership and other involved/relevant stakeholders for any performance issues affecting client KPIs/SLA due to, but not limited to, Network/IT/Operations/HR.

• Manages and distributes the workload of Intelegencia agents

Job Qualifications/Requirements:

• At least 1-2 Experience of handling team servicing customers | eCommerce experience is a must

• Keen attention to detail & risk identification

• Experience and knowledge with Microsoft Office, including Outlook, Word, Power Point, and Excel

• Decision-making and leadership skills

• Proficient in English (Oral and Written)

• Good interpersonal skills, with the ability to communicate complex transactional issues correctly and clearly to both internal and external customers

• In-depth knowledge of performance metrics

• Organizational and time-management skills

• Coaching and Development Skills

Good to have:

• Process Improvement Knowledge

• Proficiency in customer relationship management (CRM) tools like Salesforce or Zendesk, live chat, etc.