28 December 2018
Client Experience Team Lead

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%.

We are looking for candidates with a strong understanding of Operations Management and People Management. Candidates must have the willingness to learn and work as part of a team. You will need great English communication skills, both written and verbal. Work hours will be flexible to cover some staffs in the early evening.

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.

Duties and Responsibilities:

● Responsible for managing day-to-day operations of assigned clients.
● Responsible for managing a team of employees in consultation with HR.
● Monitoring and setting up of metrics.
● Monitoring attendance.
● Implementing code of conduct and company values.
● Oversee, guide and evaluate daily performance of staff.
● Ensure accuracy and quality of communications among employees.
● Monitor time tracking tools.
● Implement policies, deadlines and standards set by clients.
● Establish and maintain excellent working relationships with all clients, and Client Experience Manager (CEM).
● Disseminate information to employees like updates on policies, client issues and company events.
● Prepares and maintains statistical reports used in management decision making.
● Monitor scheduling and attendance including approving, editing and management of employee’s time.
● Evaluate employee’s performance.
● Recommend promotions, transfers and terminations.
● Increase employee’s skill and knowledge by capable instruction both on a weekly basis and through the facilitation of training modules.
● Consistently demonstrate ability to respond to changing departmental needs.
● Present to clients and prospects (in a sales environment).
● Identify new opportunities for client revenue growth including new positions and/or new training programs.

Requirements:

● College graduate in any field or equivalent relevant work experience.
● Exposure to a Telecommunications company is highly regarded.
● Minimum 5 years’ experience in a supervisory function.
● Minimum 2 year experience in a call center or BPO environment and in Sales.
● Minimum 2 years’ experience in customer service, Sales or support role.
● Experience in coaching and monitoring team performance is required.
● Expert knowledge of service procedures.
● Excellent verbal and written communications and presentation skills.
● Excellent working knowledge of the computer e.g. MS-Office, internet and online tools.
● Good interpersonal and people management skills.
● Excellent leadership skills.
● Ability to lead, motivate and develop a team.