Client Operations Team Lead

Hammerjack Pty Ltd; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Insight Enterprises, Inc. seeks a Client Operations Team Lead to supervise daily productivity, handle first level escalations, and develop teammates through targeted trainings.

The role emphasizes customer engagement, contract compliance, and cross-functional collaboration across departments to boost efficiency. The ideal candidate has 5+ years in leadership, customer service, order management or back-office operations within IT/VAR, plus a Bachelor's degree and strong English communication;

Qualifications

• Bachelor's Degree in any course preferred.
• College level or higher.
• 5+ years of experience in leadership, customer service, order management, pre sales and post sales and back office operations within the IT or Value Added Reseller industry.
• Able to thrive in an environment characterized by rapidly changing requirements and an ongoing focus on meeting operational objectives.
• Strong written and verbal English communication skills.
• Able to successfully manage multiple priorities.
• Proven ability to communicate effectively across all levels of the organization.
• Strong commitment to company values and operating principles.
• Able to work EMEA aligned shift.

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 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.

Skills

Leadership

Customer service

Order management

Pre-sales

Post-sales

Back-office

Education

Bachelor's degree

College level or higher

Job description

Requisition Number: 105824

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 leadership, customer service, order management, pre sales and post sales and back office operations within the IT or Value Added Reseller industry.
• Able to thrive in an environment characterized by rapidly changing requirements and an ongoing focus on meeting operational objectives.
• Strong written and verbal English communication skills.
• Able to successfully manage multiple priorities.
• Proven ability to communicate effectively across all levels of the organization.
• Strong commitment to company values and operating principles.
• Able to work EMEA aligned shift

The position described above provides a summary of some the job duties required and what it would be like to work at Insight.

About Insight

Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions™ and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter.

• 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

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.