Team Manager- Email Operations

Gratitude Inc

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2 months ago

Team Manager- Email Operations

3-5 Year(s)

Manila (Taguig)

Job Description

Key Skills

Decision Making Analytical Skills Stakeholder Management

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Role Summary:
Lead a team of analysts managing email operations, spam/abuse mitigation, and Trust & Safety workflows. Ensure operational excellence in a 24x7 environment.

Key Responsibilities:
Oversee daily operations to meet SLA, productivity, and quality targets
Supervise, coach, and develop agents. Manage rostering + shift planning
Monitor trends in spam, phishing, spoofing, and abuse. Drive mitigation strategies
Conduct incident reviews, root cause analysis, and implement corrective/preventive actions
Use Splunk to build dashboards, track KPIs, and generate actionable insights
Ensure adherence to email authentication standards: SPF, DKIM, DMARC + security protocols
Collaborate with cross-functional teams and vendors for seamless operations
Drive continuous improvement, process optimization, and automation

Required Skills & Qualifications:
College graduates/undergrads with relevant experience may apply
3+ years experience in Email Operations, Trust & Safety, or SOC
Strong understanding of SMTP, SPF, DKIM, DMARC, and email infrastructure
Hands-on Splunk experience for 3+ years
Proven experience managing teams in 24x7 BPO operations
BPO experience required
Strong stakeholder management, analytical, and decision-making skills
Must be willing to work onsite/hybrid in Taguig

How to Apply:
Send CV + answers to all pre-screening questions to: kenmerc6@gmail.com
Subject: Team Manager - Email Ops Application

Pre-Screening Questions - Answer all:
1. Full name:
2. Years of BPO experience:
3. Years of relevant Email Ops/Trust & Safety/SOC experience:
4. Years of Splunk experience:
5. Highest educational attainment:
6. Salary expectation:
7. Last drawn salary:
8. Notice period:
9. Availability for onsite/hybrid setup + shifting schedule: Yes/No
10. Current location:

Role

Any Other

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Hybrid

Functional Area

Any Other

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