Deputy Manager

Wing is a local fast-growing startup telecommunications company headquartered in New York and currently seeking the right candidate for the Deputy Manager position. The selected applicant will be joining our dynamic team consisting of people from the Philippines, the United States, Canada, and Argentina, where you will be responsible for providing excellent leadership for the operation and growth of our revenue and the team.

Other areas of responsibility include making strategic decisions in accordance with the policies and protocols, the future development of the department, along with the continuous development of subordinates. Additionally, the candidate will be responsible for overseeing daily operations to ensure efficiency in Wing’s processes, therefore setting us above our competitors.

The Deputy Manager will lead a team by providing guidance, training, and mentorship, setting smart goals and objectives, implementing strategies, improving current processes, and further building out the team.


Responsibilities:
- Handle a big group of agents working remotely from the Philippines and Argentina
- Take responsibility for the overall performance of the agents
- Oversee daily operations of the team and ensure daily objectives are met
- Ensure that all inquiries on all platforms (chats, calls, emails) are accommodated
- Develop and implement a scalable plan to achieve objectives
- Work very closely with the QA analyst to ensure team and agent performance are on track and provide support through training and coaching
- Develop plans based on existing data and current trends to address performance gaps
- Set targets, performance plans, and rigorous, objective standards for all customer representatives
- Develop the team through motivation, coaching, and product knowledge education
- Build, maintain, and continually update existing processes and procedures, and the existing database
- Conduct training and coaching sessions, and conduct performance reviews, to help develop the team further
- Improve current metrics and KPIs along with the support and help of the department manager and QA analyst
- Resolve escalated customer issues and customer complaints
- Act as the key point of contact for all company-wide and departmental updates
- Communicate clear instructions to team members
- Work on tasks that may be assigned by direct manager


Requirements:
- Minimum of one year managing a large team remotely
- Extensive experience in operations management and in working remotely
- Willing to work on graveyard hours and on weekends (Eastern Time)
- Strong critical thinking skills and has good retention of information
- Ability to set and meet aggressive objectives and has a strong sense of urgency
- Willingness to independently manage the entire team and its process
- Excellent people management skills such as leadership, team development, interpersonal coaching, and supervisory skills
- Knowledgeable on key metrics and KPIs for call center and customer helpdesk
- A well-defined sense of diplomacy, including negotiation and conflict resolution skills
- Results-driven, career-focused individual with a strong desire to be successful
- Experience on Zendesk, Intercom, DialPad or similar platforms is required
- Fast and reliable computer and internet connection
- Can start ASAP and with no current/ongoing commitment


TO APPLY, FILL OUT THIS APPLICATION FORM: ----------
ONLY COMPLETED FORMS WILL BE CONSIDERED FOR AN INTERVIEW.