Global Accounts Team Manager

Ssg; Philippines; On-site; PHP 650,000 - 900,000; Full time

Job summary

Support Services Group is seeking an experienced Team Manager to lead and manage teams supporting multiple international accounts and campaigns. The role focuses on developing, tracking, coaching, and providing feedback on performance, with collaboration across Operations, Quality, Training, Workforce, and Talent Acquisition.

This position requires flexible scheduling, including weekends and holidays, to ensure consistent service levels and client satisfaction across global accounts.

Qualifications

• At least 2 years as a Team Manager or 4 years as a supervisor in BPO.
• Experience handling multiple accounts/campaigns, preferably international.
• Strong knowledge of BPO operations, KPIs, and workforce practices.
• Excellent leadership, communication, coaching and problem-solving skills.

Responsibilities

• Oversee daily operations and ensure targets are met for performance, quality, and productivity.
• Manage multiple programs/accounts and adapt to different client requirements.
• Monitor KPIs and create action plans to address performance gaps.
• Conduct coaching, performance reviews, and team huddles to drive engagement.
• Work with Operations, Quality, Training, Workforce, Talent Acquisition and others to resolve issues.
• Identify process improvements to increase efficiency and customer experience.
• Handle escalations and provide timely resolutions.
• Prepare and present performance reports as needed.

Skills

Team management

People management

BPO operations

Performance coaching

Client management

Job description

Support Services Group is seeking an experienced Team Manager to lead and manage teams supporting multiple international accounts and campaigns. The role focuses on developing, tracking, coaching, and providing feedback on performance, with collaboration across Operations, Quality, Training, Workforce, and Talent Acquisition.

This position requires flexible scheduling, including weekends and holidays, to ensure consistent service levels and client satisfaction across global accounts.