Revenue per Hire

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Description / Requirements

Job Title: Order Management - Operational Lead

Category: Digital Customer Experience

Location: Taguig 

Work set up: Taguig (3 days/week onsite)

Non-Negotiable:

• At least 2–3 years of experience as a Team Lead in a BPO or contact center environment.

• Minimum 2–4 years total BPO experience (voice, non-voice, or blended)

• Proven experience in managing team performance and meeting KPIs (AHT, CSAT, QA, productivity, etc.)

• Strong people management, coaching, and mentoring skills

• Experience in handling escalations and client concerns

• Excellent communication and interpersonal skills

• Willing to work in shifting schedules, weekends, and holidays if required

• Must not currently or formerly be employed with CGI

• Not job hopper

Parallel Job Titles:

Team Lead

Team Manager

Your future duties and responsibilities:

Analyze customer data to provide the client with clean and commonly defined account

structures.

Contact customer for service validation and delivery as defined by stated quality KPI’s

Check tools to resolve non-match account creation requests.

Go through workflows, define steps and make decisions

Able to meet or exceed agreed service level targets with the client

Timely and accurate management of assigned orders, including utilization of Order Management Tracker system

Effective escalation management

Call new clients and offer our assistance (Outbound)

Ensuring a low cancellation rate

Adjust or upsell to their new broadband solution to ensure its matching their needs

Ensure new clients get a good first experience with their new pro