Order Management Operational Lead (Digital Customer Experience)
Location: Taguig
Work Setup: 3 days onsite per week
Shift: Night shift
Salary: PHP 30,000 35,000
Headcount: 1
About The Role
We are looking for an experienced Order Management Operational Lead who will manage customer order operations, ensure service quality, and drive team performance in a fast-paced digital customer experience environment.
This role is ideal for candidates with background as Contact Center Team Lead, BPO Operations Team Lead, or Customer Experience Team Lead handling voice, non-voice, or blended accounts.
Why Join Us
- Opportunity to lead order management and customer experience operations
- Work with a global client environment
- Apply coaching and leadership skills in performance management
- Competitive salary package
Qualifications
- 2 to 3 years of experience as a Team Lead in a BPO or contact center environment
- 2 to 4 years total BPO experience (voice, non-voice, or blended)
- Proven experience in managing team performance and meeting KPIs including AHT, CSAT, QA quality metrics, and productivity targets
- Strong people management, coaching, and mentoring skills
- Experience handling escalations and client concerns
- Excellent communication and interpersonal skills
- Willing to work on shifting schedules, weekends, and holidays if required
- Must not be a job hopper
- Must not be currently or formerly employed with CGI
Key Responsibilities
- Analyze customer data and ensure accurate and standardized account structures
- Validate service and delivery requests following quality standards
- Resolve non-match account creation requests using internal tools and workflows
- Manage order processing using order tracker systems
- Ensure timely completion and accuracy of assigned orders
- Meet or exceed client service level agreements
- Handle escalations professionally and efficiently
- Conduct outbound calls to assist and support new clients
- Maintain low cancellation and error rates
- Recommend or upsell broadband solutions based on customer needs
- Deliver excellent first experience for new customers
