Client Operations Team Lead

Insight; Metro Manila; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Insight is seeking a Client Operations Team Lead in Pasig to oversee daily productivity, manage escalations, and develop teammates. The role includes shaping processes, coordinating trainings, and ensuring contract compliance while collaborating with other departments.

Ideal candidates will have 5+ years in customer service and operations, with a bachelor’s degree preferred. This is a full-time, on-site role based in Metro Manila.

Qualifications

• 5+ years of experience in customer service and operations or related fields.
• Bachelor’s Degree preferred.
• College level or higher.
• Experience in logistics, customer service or operations preferred.

Responsibilities

• Develop and implement efficient practices to meet business needs.
• Work on special projects for clients and sales force as needed, collaborating with client ops teammates.
• Ensure teammates attend trainings and webinars, as directed.
• Build relationships with other Insight departments and increase efficiencies where applicable.
• Prioritize and respond to incoming client escalations and provide first level escalation.
• Ensure teammates process accurate/correct orders and adhere to contract compliance.
• Provide reporting for management and maintain positive interaction with other cross-functional departments.
• Identify any training needed for teammates and coach them as needed, while also QA requests.
• Ensure attendance and productivity daily.

Skills

Customer service

Operations

Education

Bachelor’s Degree

College level or higher

Job description

Client Operations Team Lead

Company : Insight Job Type : Full Time Pasig, Ncr

Position Overview

The Client Operations Team Lead will be responsible for overseeing the daily productivity of teammates and ensuring high levels of customer engagement. They will provide a first level degree of escalation and make strategic decisions related to systems and processes. Additionally, they will be responsible for the development of teammates, identifying strengths and weaknesses and organizing necessary trainings to improve processes further.

What you’ll do at Insight

• Develop and implement efficient practices to meet business needs.
• Work on special projects for clients and sales force as needed, collaborating with client ops teammates.
• Ensure teammates attend company, vendor, and publisher trainings and webinars, as directed.
• Build relationships with other Insight departments and increase efficiencies where applicable.
• Prioritize and respond to incoming client escalations and provide first level escalation with a "buck stops here" mindset.
• Ensure teammates process accurate/correct orders and adhere to contract compliance.
• Provide reporting for management and maintain positive interaction with other cross-functional departments.
• Identify any training needed for teammates and coach them as needed, while also being able to QA requests.
• Ensure attendance and productivity daily.

What you’ll need to join Insight

• Bachelor’s Degree in any course preferred.
• College level or higher.
• 5+ years of experience in customer service and operations or other related experience.

Preferred

• Experience supporting or working in logistics, customer service, technical support, operations management

Physical Demands

The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit, talk, hear, and operate a computer, telephone and keyboard.
• Specific vision abilities required by this job include close vision requirements due to computer work.
• Ability to uphold the stress of traveling.
• Regular, predictable attendance is required; including quarter-driven hours as business demands dictate.
• Must be able to work on the phone for extended periods of time.

Work Environment

The work environment characteristics described here are representative of those a teammate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate noise (i.e. business office with computers, phone, and printers, light traffic).
• Ability to work in a confined area.
• Ability to sit at a computer terminal for an extended period of time.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

About Insight

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.

• Founded in 1988 in Tempe, Arizona.
• 11,000+ teammates in 19 countries providing Insight Intelligent Technology Solutions™ for organizations across the globe.
• $8.3 billion in revenue in 2020.
• Ranked #409 on the Fortune 500, #15 on the CRN Solution Provider 500, 2020 CRN Innovator of the Year Award.
• 2020 Intel Innovation Partner of Year, 2020 Microsoft U.S. Partner of the Year and Worldwide Customer Experience Partner of the Year.
• Ranked #7 on the 2021 Fortune World's Most Admired Companies (Information Technology Services industry), #70 on the Fortune 100 Best Workplaces for Diversity, #296 on Forbes World's Best Employers (#27 within IT), and #5 on the Phoenix Business Journal 2020 list of Best Places to Work.

Today's talent leads tomorrow’s success. Learn about careers at Insight: jobs.insight.com

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Insight Manila Location: 10F-11F Robinsons Cyber Omega, Pearl Drive, Ortigas Center, Pasig City, Metro Manila, Philippines 1605.