Role Summary:

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

Key Responsibilities:

• Oversee daily operations, ensuring SLA, productivity, and quality targets are consistently met.
• Supervise, coach, and develop a team of agents; manage rostering and shift planning.
• Monitor trends in spam, phishing, spoofing, and abuse; drive proactive mitigation strategies.
• Conduct incident reviews, root cause analysis (RCA), and implement corrective/preventive actions.
• Leverage Splunk to build dashboards, track KPIs, and generate actionable insights
• Ensure adherence to email authentication standards (SPF, DKIM, DMARC) and security protocols.
• Collaborate with cross-functional teams and multi-vendor partners for seamless operations.
• Drive continuous improvement initiatives, process optimization, and automation opportunities.

Required Skills & Qualifications:

• College graduates and undergrads can apply
• College undergrads are welcome to be processed so long as they have the relevant experience required.
• 3+ years of experience in email operations / Trust & Safety / SOC environments.
• Strong understanding of SMTP, SPF, DKIM, DMARC, and email infrastructure
• Hands-on experience with Splunk for at least 3 years
• Proven experience managing teams in a 24x7 operational and BPO setup.
• BPO experience is required
• Strong stakeholder management, analytical, and decision-making skills.
• Interested candidates must be willing to work onsite/ hybrid in Taguig.

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