Client Success Partner - Staff Support

BruntWork; Metro Manila; Remote; PHP 703,000 - 1,055,000; Full time

Benefits offered by this job

Permanent work from home

Health Insurance after 90 days

Immediate hiring

Job summary

BruntWork seeks a ClientSuccessPartner to oversee onboarding and offboarding, maintain operational efficiency, and foster a positive client-staff relationship. You will handle challenging conversations, collaborate with the Workforce Planner, and guide staff through their journey with the company.

This independent contractor role supports permanent work-from-home arrangements, immediate hiring, and health insurance after 90 days. Schedule is Monday to Friday, 8:00 PM to 5:00 AM Manila time.

Qualifications

• 2+ years of experience managing a team in a BPO or virtual outsourcing environment.
• Ability to manage multiple priorities and operational tasks.
• Proven ability to handle escalations and difficult conversations, assess complex situations, and resolve conflicts.

Responsibilities

• Monitor onboarding pipeline to ensure smooth transitions at each step.
• Guide staff through contract terms and expectations during the initial assignment phase.
• Coordinate delivery of welcome packets including logins and software requirements.
• Conduct onboarding discussions to familiarize new hires with company rules and guidelines.
• Complete background check compliance for new hires.
• Conduct offboarding discussions to ensure proper notifications and transitions.
• Assist staff with offboarding and liaise with the offboarding team to address concerns.
• Provide support for post-offboarding inquiries and issues.
• Review and approve staff paid hours and provide productivity feedback.
• Collaborate with Workforce Planner to monitor daily attendance and reports.
• Maintain up-to-date trackers related to attendance and system issues.
• Coordinate with Staff Services on HubSpot ticket movements.

Skills

Team management

Operational multitasking

Conflict resolution

Escalation handling

Communication skills

Job description

Role Overview:

As aClientSuccessPartner, you will play a pivotal role in ensuring the seamless onboarding and offboarding of staff, maintaining operational efficiency, and fostering a positiveclient-staff relationship. Your critical thinking, multitasking, and problem-solving skills will be instrumental in handling various responsibilities, including challenging conversations and feedback-driven improvements. Your ability to collaborate within a team, receive and act on feedback, and guide staff members through their journey with the company will contribute to the overallsuccessof the organization.

Schedule:

Monday to Friday, 8:00 PM to 5:00 AM Manila time

Independent Contractor Perks:

• Permanent work from home
• Immediate hiring
• Health Insuranceafter 90 days

Responsibilities:

Onboarding:

• Monitor the Onboarding Pipeline to ensure a smooth transition at each step of the process.
• Guide staff through contract terms and expectations during the initial assignment phase.
• Coordinate the delivery of welcome packets, includingclientlogins and software requirements, before the staff's first day.
• Conduct onboarding discussions to familiarize new hires withclienthouse rules and guidelines.
• Completing the background check compliance for new hires.

Offboarding:

• Conduct offboarding discussions to ensure proper notifications and smooth transitions.
• Assist staff with the offboarding process and liaise with the offboarding team to address any concerns.
• Provide support for post-offboarding inquiries and issues.
• Complete the offboarding checklist, including recommendations for staff reprofiling.

Operations:

• Collaborate closely with the Workforce Planner to monitor daily attendance and prepare accurate reports.
• Engage in documented touch-base sessions to discussclientfeedback and expectations of results.
• Address staff inquiries and concerns promptly to maintain a positive working relationship.
• Review and approve staff paid hours, providing feedback on productivity as needed.
• Work alongside theClientSuccessManager to enhance staff experience and adherence toclientstandards.
• Stay informed about voluntary benefits available to individual contractors.
• Efficiently maintain up-to-date trackers related to attendance and system issues.
• Coordinate with Staff Services on HubSpot ticket movements.

Other or Special Tasks:

• Deliver refresher training onClient's Core Values to staff members with tenure of 2 weeks and 3 months.
• Undertake additional tasks as required from time to time to support team andclientrequirements
• Assist in the preparation and monitoring ofclient-requested reports to ensure accurate and timely delivery.
• Coordinate with staff and schedule a call with theClientSuccessManager if needed

Preferred Qualifications:

• At least 2 years of experience managing a team in a BPO or virtual outsourcing environment.
• Experience managing multiple priorities and operational tasks.
• Proven ability to handle escalations and difficult conversations, assess complex situations, and resolve conflicts.