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: 2

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

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 product

Interested and qualified Candidates should send their CV to esther.igweonu@gratitudeindia.com