Position: Account Manager (Operations Supervisor or Operations Team Lead)

Schedule: 8 hours daily - Monday to Friday

Rate: PHP 40,000/month

Responsibilities:

- Monitor, manage and maintain the day to day operations of assigned Clients or Accounts.

- Maintain assigned Clients, reach target MRR and % Retention and $ Churn, as KPI’s.

- Maintain inter-departmental and Client SLAs.

- Develop and improve campaign strategies and processes.

- Act as the point of contact for the Client and agents/managers/leads under each Account.

- Point of escalation for issues or concerns within each Account.

- Develop and prepare reports (daily, weekly and/or monthly) as required.

- Identify upselling or cross-selling opportunities with new or existing Clients or Accounts.

- Recommend Retention and Churn preventing efforts.

- Handle Client and Agent Onboarding (interviews, profiling, training, coaching -feedback and assessment) and Offboarding.

- Conduct regular Client and Agent/Team check ins to maintain assigned book of business.

Requirements:

- Minimum of 2 years experience handling similar responsibilities.

- Minimum of 2 years experience in a leadership or management role.

- Have worked in the BPO industry for at least 5 years.

- Experience in directly handling Clients and Escalations.

- If based in General Santos City - Hybrid setup, would be required to work some days onsite and other days WFH.

- If based elsewhere in the Philippines (as a non-negotiable) - would be required to work or travel to General Santos City periodically throughout the year (3 to 6x a year, for a few days to a week). The schedule would depend upon the Operations Department. Travel allowance included.

Please refer to job description.