Performance Manager

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.

• Organize 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.

Operational Excellence

• 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.

Client & Stakeholder Engagement

• 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.

Process Optimization & Technology Integration

• 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.

Leadership Attributes:

• 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.

Job Requirements:

• 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.