Operations Team Leader (Bpo)

**Qualifications**:

- Bachelor's degree holder
- Must have at least 5 years BPO Operations experience
- Must have at least 3 years supervisory experience
- Insurance background is an advantage

**Responsibilities**:

- Leads low to medium complexity workstream on a project under the direction of a more Senior Lead
- Assists the Operations Customer Contact Manager in overall day to day operations through an effective monitoring and management of team performance
- Reports suspected or confirmed issues on the same day of discovery to the manager and/or the Compliance Department
- Responsible for reporting known or suspected data breaches or fraud on the day of discovery to the Compliance Department, and for conducting follow up investigation as needed
- Performs Root Cause Analysis (RCA) for performance deviations
- Escalate issues to management which cannot be resolved at the program project level
- Ensure resolution of cross segment team project issues, risks, and or conflicts and stakeholders clearly understanding on what risks will or will not be mitigated
- Report and manage overall project release status back to the project sponsor and stakeholders
- Take responsibility for end-to-end solution delivery, ensuring timely delivery of high-quality project deliverables through effective team communications and focus on quality including but not limited to all change requests
- Ensure that the project team follows all quality assurance processes, including periodic reviews and transitions
- Develops and maintains knowledge of the customer and customer specific business environment
- Develops and maintains an understanding of customer Service Level Agreements and departments product s key performance requirements
- Demonstrates an understanding of the customer's business needs or market and maintains high customer satisfaction ratings
- Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback
- May promote client products and services by suggesting additional or alternative products to meet customer's needs

**Salary**: Php32,000.00 - Php55,000.00 per month

Schedule:

- 8 hour shift

Supplemental pay types:

- 13th month salary

Ability to commute/relocate:

- Mandaluyong City: Reliably commute or planning to relocate before starting work (required)