Manager

Atain; Muntinlupa; On-site; PHP 400,000 - 600,000; Full time

Benefits offered by this job

Onsite in Alabang

Job summary

ATAIN is seeking a capable team lead to manage a large CX team in a Travel BPO setting. You will ensure deadlines and SLAs are met, coach and motivate Team Leads, and coordinate with overseas clients to resolve process issues. A Bachelor's degree and 2–3 years' experience are required, with onsite work in Alabang, Muntinlupa.

You will focus on staff retention, performance appraisal, and maintaining high productivity while ensuring adherence to client policies and procedures.

Qualifications

• Bachelor's/College degree in any field.
• 2–3 years of work experience in related field.
• Experience in managing a large team.

Responsibilities

• Ensure team meets timelines and SLAs.
• Manage staff regularly to address issues.
• Train, coach and motivate Team Leads and staff.
• Handle staff retention, recruitment and performance appraisals.
• Maintain productivity and quality for team members.
• Communicate policy/process updates to the team.
• Interact with client coordinators on process issues.
• Lead conference calls with overseas client and email contact.
• Conduct and manage PMS appraisal discussions with Team Leads.

Skills

People management

Team leadership

Communication skills

Problem solving

Forecasting

Process adherence

Client coordination

Staff training

Education

Bachelor's degree

Job description

ATAIN is a leading next-gen customer experience company, specializing in AI-led transformative experiences for global brands. With a focus on digital and human intelligence, ATAIN manages end-to-end CX journeys across Travel and High Growth Tech industries. Established in 1998, IGT employs over 25,000 specialists across 30 delivery centers worldwide, with certifications in IT and BPO processes.

MINIMUM REQUIREMENTS:

• Candidate must possess at least a Bachelor's/College Degree at any field.
• At least 2-3 year(s) of working experience in the related field is required.
• Experience in successfully handling a large team
• Preferably with experience in Travel BPO/Travel Agency & hands on experience in travel bookings and changes
• Amenable to work onsite in Alabang, Muntinlupa.

ROLES AND RESPONSIBILITIES:

• Ensure team meets and exceed Stipulated Timelines and Service Level Agreements.
• Actively manage staff on a regular basis to ensure all issues are dealt with effectively and efficiently
• Train, coach and motivate Team Leads and team members and conduct monthly meetings with the staff
• Responsible for Staff Retention, recruitment and performance appraisal
• Maintain control of qualitative and quantitative productivity of team individuals.
• Ensure team is aware of all updates and changes in policies/ procedures and processes.
• Interact with client coordinators for process related issues.
• Conduct Conference calls with the overseas client and be in regular email contact and ensure all problems are ironed out on a timely basis.
• Conduct and manage appraisal discussions (PMS) with Team Leads

KNOWLEDGE, SKILLS, OTHER ABILITIES:

• Excellent people and team management skills
• Excellent analytical and problem-solving skills
• Excellent oral and written communication skills
• Initiative, independent, and customer focused
• Focused towards compliance with client’s policies and procedures
• Excellent in managing workflows and forecasting and mitigating risks
• Lead and coach the Team Leads and Assistant Managers on process knowledge and team management
• Excellent in handling customer escalations