Order Management - Operational Lead

Recruitify_HR; Taguig; On-site; PHP 334,800 - 558,000; Full time

Job summary

A recruitment agency is seeking an Order Management - Operational Lead in Taguig. The ideal candidate must have 2-3 years of team leadership experience in a BPO environment and possess strong communication and people management skills. Responsibilities include managing orders, analyzing customer data, and ensuring a positive customer experience. This role requires willingness to work flexible hours including nights and weekends.

Qualifications

• At least 2–3 years of experience as a Team Lead in a BPO or contact center environment.
• Proven experience in managing team performance and meeting KPIs.
• Strong people management, coaching, and mentoring skills.

Responsibilities

• Analyze customer data to ensure clean account structures.
• Contact customers for service validation based on quality KPIs.
• Manage assigned orders using the Order Management Tracker system.

Skills

Team leadership

Communication skills

People management

Coaching and mentoring

Escalation handling

Data analysis

Education

High School

Job description

On‑site - Taguig 1‑3 Yrs Exp High/Senior High School Full‑time

Job Description

Job Title: Order Management - Operational Lead

Category: Digital Customer Experience

Location: Taguig

Required Experience: 2‑3 years

Non‑Negotiable

• At least 2–3 years of experience as a Team Lead in a BPO or contact center environment.
• Minimum 2–4 years total BPO experience (voice, non‑voice, or blended)
• Proven experience in managing team performance and meeting KPIs (AHT, CSAT, QA, productivity, etc.)
• Strong people management, coaching, and mentoring skills
• Experience in handling escalations and client concerns
• Excellent communication and interpersonal skills
• Willing to work in shifting schedules, weekends, and holidays if required

Your future duties and responsibilities

• Analyze customer data to provide the client with clean and commonly defined account structures.
• Contact customer for service validation and delivery as defined by stated quality KPI’s
• Check tools to resolve non‑match account creation requests.
• Go through workflows, define steps and make decisions
• Able to meet or exceed agreed service level targets with the client
• Timely and accurate management of assigned orders, including utilization of Order Management Tracker system
• Call new clients and offer our assistance (Outbound)
• Ensuring a low cancellation rate
• Adjust or upsell to their new broadband solution to ensure its matching their needs
• Ensure new clients get a good first experience with their new product

Pre‑Screening Questions

• How many years of experience do you have in years of experience as a Team Lead in a BPO or contact center environment?
• How many years of work experience do you have in a BPO industry?
• Do you have proven experience in managing team performance and meeting KPIs?
• How much is your last drawn salary?
• How much is your salary expectation?
• Are you amenable to work in Taguig with a night shift schedule?