Operations Coordinator

JOB RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:

Staff Scheduling & Coverage
*Manage daily and weekly staff schedules across multiple locations
*Monitor staff call-outs, tardiness, and availability changes
*Proactively secure shift coverage when employees call off
*Serve as the primary contact for staff schedule-related issues
*Maintain structured communication channels (e.g., GroupMe)

Client Communication & Issue Resolution
*Answer inbound calls and messages for all locations using provided systems
*Confidently handle client complaints and service issues
*Apply compensation policies consistently (no unauthorized refunds)
*De-escalate difficult client interactions calmly and professionally
*Document issues and resolutions for tracking and reporting
*Reach out to clients to update membership payment details (card on file no longer working)

Booking & System Support
*Assist with appointment booking and rescheduling
*Navigate booking platforms and internal systems
*Coordinate between locations to maximize coverage and service quality

Operational Structure & Reporting
*Inbox Management and Calendar Management
*Reach out to the tea ---------- mbers to collect photos and videos of the clients
*Provide support in mobilizing tasks and ensuring tasks are getting completed
*Create and maintain basic operational tracking (missed calls, coverage issues, response times)
*Flag recurring operational problems and recommend improvements
*Follow defined SOPs and help improve them over time
*Support onboarding and training of future operational hires

Growth Path (Important)
*Within 60–90 days, this role is expected to:
*Take full ownership of daily scheduling
*Help train additional staff (phone support, scheduling)
*Act as the operational “hub” instead of the owner
*Contribute to building a scalable ops structure

Qualifications
*2+ years of experience in operations, scheduling, or team coordination
*At least 1 year of experience in customer service
*Social media management experience is a plus
*Strong phone confidence — able to handle difficult client conversations
*Comfortable enforcing policies without escalation to ownership
*Highly organized and calm under pressure
*Clear, professional English communication (spoken and written)
*Able to manage real-time disruptions independently
*Experience supporting multi-location or service-based businesses is a strong plus

Tech & Setup Requirements
*Reliable computer (minimum i5 or equivalent with 8GB RAM)
*Stable internet connection (minimum 100 MBPS download speed)
*Must have a minimum of 50MBPS back up internet
*Comfortable using Time Doctor and standard remote collaboration tools

*Job Type: Full-time
*Schedule: 8AM - 5PM CST Monday to Friday // 10PM -7AM PHT Monday to Friday
*Salary Range: Php 40,000-60,000

Application Instruction:
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