Team Lead

2 weeks ago

Manila, National Capital Region, Philippines Intogreat Solutions Full time

Supervisors/Team Leaders (Call Centre & Customer Service)

Full time

Add expected salary to your profile for insights

Directly reporting to the Operations Manager and being a member of the Operations leadership team, your role is to plan, coach and lead all day-to-day team functions and associated duties to support your staff (a team size ranging 15 to 20 people) to deliver high quality outcomes that delight our clients. This is an exciting and challenging new role focusing on process documentation, improvement, and training through effective and efficient highest quality of knowledge transfer and retention. This gives you the opportunity to shape our broader operations function, employee engagement and culture.

Client Management

  • Develop and execute against client specific account plans
  • Understand client environment, how they interact with the clients, their use cases and value they get from using the platform.
  • Manage client engagement and other client feedback programs.
  • Work with implementation and onboarding managers when needed to ensure client expectations are set correctly and delivered against
  • Work with internal cross-functional teams to ensure high quality service delivery outcomes for clients.
  • Engage internal operations and service delivery teams to support client issues when needed, escalate if necessary.
  • Support with billing, accounting and payment related inquiries when needed.
  • Understand and drive best practices and scalability in client accounts.
  • Collaborate with and share best practices with other delivery managers and internal teams.
  • Understand contract scope and ensure that we deliver on, or there is a plan with client around managing the delivery of contract scope.
  • Act as voice of client inside by advocating for client value and service delivery experience, including raising and escalating issues proactively.

Team Management

  • Ensuring performance metrics of the team are achieved through effective leadership
  • Providing training and coaching to staff using your knowledge in customer service and deep understanding of internal work processes, policies and procedures
  • Interviewing and successfully onboarding new staff as the team grows
  • Analyzing and reporting on productivity and other metrics, including insights and action plans to improve
  • Handling escalations and issues as needed
  • Driving a high performing culture and positive working environment
  • Promoting a collaborative and respectful team environment through effective and engaging leadership
  • Performing other duties as assigned

Qualifications:

  • At least 2 years as a Client Manager/Lead, Client Delivery Manager or Enterprise Account Manager
  • Exceptional English communication and comprehension skills
  • Minimum 2 years leadership experience, preferably in BPO
  • Insurance Experience is a Plus
  • Flexibility and adaptability
  • Resiliency
  • Strong problem solving and decision making.
  • Reliability
  • Strong attention to detail
  • Exceptional communication skills both verbal and written.

Here are the reasons why you should join Intogreat:

  • HMO on day 1 w/ 2 Free Dependents
  • Group Life Insurance
  • Bereavement Assistance
  • Work-life Balance & High Staff Engagement Culture
  • Free training courses
  • Cultural Training
  • High-end IT devices
  • Employee awards and events
  • Mental Health Reimbursement up to 20K
Your application will include the following questions:

What's your expected monthly basic salary?

How many years' experience do you have as a Client Account Manager?

Intogreat is a superior Australian offshoring and consulting company. Working in partnership with our SME clients we use our expertise to seamlessly integrate offshoring resources within businesses. We help our customers increase revenue, improve their customer experience and client retention rates, improve productivity, quality and reduce costs. We provide our clients with talented, motivated high performing team players. We are committed to delivering value that strengthens and grows our client's business and providing a workplace for our staff that enables them to grow, develop and deliver exceptional outcomes.

Intogreat is a superior Australian offshoring and consulting company. Working in partnership with our SME clients we use our expertise to seamlessly integrate offshoring resources within businesses. We help our customers increase revenue, improve their customer experience and client retention rates, improve productivity, quality and reduce costs. We provide our clients with talented, motivated high performing team players. We are committed to delivering value that strengthens and grows our client's business and providing a workplace for our staff that enables them to grow, develop and deliver exceptional outcomes.

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