Performance Manager
DTW Philippines OPCMakati City, National Capital Region, PH5 days ago
Job descriptionOrganize quarterly team-building events, including budget proposals and coordination with local accounting. Performance Management & Coaching Prepare and manage weekly work schedules, adjusting for absences and training. Monitor and evaluate team performance through RingCentral call analytics and email activity to ensure service standards are consistently met. Conduct regular call and email coaching sessions to reinforce strengths and address improvement areas. Administer performance reviews, disciplinary actions, and recognition programs. Review emails and recorded calls to ensure compliance with Discover and client standards. Oversee the prompt and professional handling of all inbound email communications. Oversee Travel Agent Platform registrations, ensuring completion within 24 hours. Maintain SLA compliance, including 60% of inbound calls answered within 40 seconds. Monitor staffing levels, lunch breaks, and leave schedules to ensure coverage. Manage team overtime within budget while maintaining service quality. Host weekly Escalation meetings to track and advance case resolutions. Delegate and oversee tasks assigned by members of Discover the World and / or client Management. Serve as a point of contact for client escalations and Manager-level communications. Coordinate consolidation of independent Travel Agency accounts into HOST accounts as needed. Collaborate with the relative stakeholders to deploy and evaluate Balto AI software across the team. Identify operational gaps and recommend improvements before clients raise concerns. Develop expertise in all support processes (registrations, email handling, escalations, surveys, call handling, ). Detect and escalate system issues, ensuring timely resolution. Has led remote teams working night shifts in a BPO setting, with a strong understanding of global support dynamics. Demonstrates a fair, professional, and objective leadership style that fosters trust and accountability. Keeps company goals and objectives top of mind while making decisions and setting priorities. Willingly supports the team by answering emails, managing registrations, and accepting transfer calls when needed. Manages the team with a discerning and watchful approach—maintaining accountability and awareness in all aspects of responsibility. 2+ years of experience in performance management or team leadership, preferably in a BPO or customer support environment. Proven ability to lead remote and cross-functional teams, including night shift operations. Strong analytical skills with experience in performance reporting and coaching. Excellent communication, organizational, and interpersonal skills. Familiarity with tools such as RingCentral, Balto AI, MS Office products and CRM / email platforms. Experience working with global clients, preferably in travel or tech sectors.
Job Accountabilities :
Strategic Leadership & Team Growth
- Lead and scale the Manila Support team in alignment with evolving business needs.
- Make a strong, positive impression on our clients through consistent delivery of high-quality service and proactive collaboration.
- Collaborate with leadership to identify talent needs and drive recruitment, onboarding, and training of new hires.
Conduct interviews and make hiring recommendations for team expansion.
Operational Excellence
Client & Stakeholder Engagement
Process Optimization & Technology Integration
Leadership Attributes :
Job Requirements :
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Manager • Makati City, National Capital Region, PH
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