Job Title: Order Management - Operational Lead

Category: Digital Customer Experience

Location: Taguig 

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

Salary: Php 30,000 - 35,000

Work schedule: Night Shift

Required Experience: 2-3 years

Headcount: 1

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 products 

Pre-Screening Questions:

*How many years of experience do you have in years of experience as a Team Lead in a BPO or contact center environment?

*How many years of work experience do you have in a BPO industry?

*Do you have proven experience in managing team performance and meeting KPIs?

*How much is your last drawn salary?

*How much is your salary expectation?

*Are you amenable to work in Taguig with a night shift schedule?