14 March 2019
Client Experience Team Leader (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 Team Leader experience and strong understanding of client management. Candidates must have the willingness to learn, work as part of a team and manage performance.  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 focused.

Duties and Responsibilities:
  • Supervise a team of Administration and Customer Service Agents (for US Real Estate clients) and build a high performance culture.
  • Liaise with Clients in the US on their specific needs.
  • Manage day-to-day operations of assigned Clients.
  • Drive customer service and satisfaction through Client feedback.
  • Work closely with the Client Experience Manager to achieve service delivery. Establish and maintain excellent working relationships with all Clients and the Client Experience Manager.
  • Implement Company policies and procedures. Disseminate information to Employees like updates on policies, client issues and company events.
  • Oversee, guide and evaluate daily performance of Staff.
  • Ensure accuracy and quality of communications among Employees.
  • Implement policies, deadlines and standards set by Clients.
  • Identify key process improvements and coach staff to make change.
  • Maintains data and reports used in management decision making.
  • Monitor scheduling and attendance including approving, editing and management of employee’s time. Monitor time tracking tools.
  • Evaluate Employee’s performance including; set up of metrics & KPIs, performance / scorecard discussions, coaching plans, action plans and performance improvement plans.
  • Recommend promotions, transfers and terminations.
  • Participate in hiring new team members by working closely with the Talent Acquisition team to interview, select, and employ the appropriate employee that matches the client requirements.  
  • Assist HR and Client Experience Manager maintain, develop, and organize current and accurate training material.
  • Consistently demonstrate ability to respond to changing departmental needs.
  • Assume responsibility in the absence of the Client Experience Manager.
  • Present to Clients and Prospects (in a sales environment).
  • Identify new opportunities for client revenue growth including new positions and/or new services.
Qualifications and Experience:
  • 3 to 5 years’ experience in a BPO Team Management role.
  • Experience in US Real Estate Sales or Property Management environment highly desirable.
  • Excellent skills on the following Interpersonal and People Management.
  • Outstanding Leadership Skills. Experience in coaching, developing and performance managing Staff.
  • 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, Google Suite.
  • Computer savvy.
  • Knowledge of BPO Industry would be desirable
  • Must be willing to work in the night shift.
  • Must be willing to work in Clark, Pampanga