14 March 2019
Client Experience Manager (Night Shift)

Overview:

This is an exciting opportunity to work with a people centric, customer focused business. Beepo is a fast-growing BPO in Clark, Pampanga with an Employee Satisfaction rate of over 96%. Our team of professionals work across a broad range of industries and tasks.  This role has focus on the Real Estate Industry, back of house processing and voice services.

We are looking for candidates with a strong understanding of Client Experience / Client Management and Operations. Candidates must have the willingness to learn, work as part of a team and proven success managing clients. You will need great English communication skills, both written and verbal. Work hours are aligned to US time zones (night shift).

You will be supported by a great working environment, leading benefits, and an opportunity to meet your career goals. You will be able to apply your business improvement skills and innovative thinking to this role.  This is an opportunity to grow your career quickly with a high growth account and work part of a team who are highly motivated and results focussed.

Duties and Responsibilities:
  • Manage the relationship with the Account stakeholder (our clients)
  • Oversee the performance of a team, that will grow over time, to 100 staff
  • Supporting, coaching and mentoring between 1 and 5 Team Leaders (Team Leaders have 15 - 20 professionals who are providing outsourced customer care to US clients)
  • Managing culture and expectations with your team and acting as the link between client requirements and staff delivery
  • Monitoring  the service delivery model to ensure consistent delivery and adherence to process  Achieve KPIs set, such as Client Net Promoter Score (NPS) and processing quality and turnaround time
  • Active participation in client operations strategy and resource planning
  • Assisting with process improvement and recruitment as your team grows
  • Identifying new positions / services and work opportunity through customer insights, asking questions and collaborating. 
Personal Attributes that will make you a good fit for this role:
  • Motivated to meet client needs
  • Ability to operate in a changing environment
  • Ability to work with all levels including Senior Managers in the US and Australia
  • Excited by new challenges and breaking new ground
  • Not afraid to speak up to improve or refine processes
  • Keen to build a team from the beginning
  • Welcomes measurement, feedback and performance based incentives
  • Always willing to help, cooperative, and able to prioritise work and manage others’ expectations.
Qualifications and Experience:
  • 3 to 5 years’ experience in a BPO Client and Operations Management role.
  • Experience in US Real Estate industry highly desirable.
  • Excellent Interpersonal and People Management and Project Management skills.
  • Experience in mentoring, coaching, developing and performance managing Supervisors / Team Leaders.
  • Great English communications skills, written and verbal.
  • Strong work ethic, team player and flexible in managing own deliverables
  • Ability to learn new systems and online tools
  • Understanding of US business culture.
  • Proficient in MS Office and/or Google Suite.
  • Computer savvy.
  • Must be willing to work in the night shift.
  • Must be willing to work in Clark, Pampanga