• The Site Manager will serve as the founding member of the Point Philippines office. The role will manage the international office in Manila for Point’s production operations to support Point’s US-based customers. The Site Manager will be Point’s culture ambassador and will hire, train, develop, and cultivate a team that aligns with Point’s values and mission. The Site Manager will serve as a key relationship partner and facilitate communication and collaboration between our Manila branch and key stakeholders in the United States to ensure all parties are aligned with their respective goals and objectives.

Other responsibilities:

Oversee the development of an international office for Point’s production operations in Manila and stay in close coordination with US based Business Operations, Legal, Compliance, HR and Production Team Leads

Manage production functions in the Philippines and serve as a single point of contact for the Manila branch

Execute on performance metrics for different production functions and improve employee morale and productivity

Monitor qualitative and quantitative individual performance through regular call monitoring, email review, and QC

Provide regular feedback to your team on their performance against goals, interpersonal behavior, and opportunities for improvements; positively reinforce the good.

Monitor quantitative team performance against customer SLAs, CSAT goals, and KPIs, and deliver regular reports to your Point colleagues on these metrics

Identify opportunities for improvement and propose them for implementation

Lead, coach, recognize, and mentor your team to build an exceptional customer-centric culture

Drive the buildout and utilization of Training materials and all associated resources/tools across the Manila Production Team.