Order Management – Operational Lead (Digital Customer Experience)

Recruitify_HR; Taguig; Hybrid; PHP 334,800 - 390,600; Full time

Benefits offered by this job

Opportunity to lead operations

Work with a global client environment

Competitive salary package

Job summary

A leading recruitment agency is seeking an experienced Order Management Operational Lead in Taguig to oversee customer order operations and ensure service quality. The role requires strong leadership, analytical skills, and the ability to manage team performance in a fast-paced environment. Ideal candidates will have 2-4 years of BPO experience and a proven track record in customer service metrics. This position offers a competitive salary and requires night shifts with 3 days onsite work weekly.

Qualifications

• 2 to 3 years of experience as a Team Lead in a BPO or contact center environment.
• 2 to 4 years total BPO experience (voice, non-voice, or blended).
• Proven experience in managing team performance and meeting KPIs.

Responsibilities

• Analyze customer data and ensure accurate account structures.
• Validate service and delivery requests following quality standards.
• Manage order processing using order tracker systems.

Skills

Team leadership

People management

Communication skills

Coaching

Analytical skills

Job description

Order Management Operational Lead (Digital Customer Experience)

Location: Taguig

Work Setup: 3 days onsite per week

Shift: Night shift

Salary: PHP 30,000 35,000

Headcount: 1

About The Role

We are looking for an experienced Order Management Operational Lead who will manage customer order operations, ensure service quality, and drive team performance in a fast-paced digital customer experience environment.

This role is ideal for candidates with background as Contact Center Team Lead, BPO Operations Team Lead, or Customer Experience Team Lead handling voice, non-voice, or blended accounts.

Why Join Us

• Opportunity to lead order management and customer experience operations
• Work with a global client environment
• Apply coaching and leadership skills in performance management
• Competitive salary package

Qualifications

• 2 to 3 years of experience as a Team Lead in a BPO or contact center environment
• 2 to 4 years total BPO experience (voice, non-voice, or blended)
• Proven experience in managing team performance and meeting KPIs including AHT, CSAT, QA quality metrics, and productivity targets
• Strong people management, coaching, and mentoring skills
• Experience handling escalations and client concerns
• Excellent communication and interpersonal skills
• Willing to work on shifting schedules, weekends, and holidays if required
• Must not be a job hopper
• Must not be currently or formerly employed with CGI

Key Responsibilities

• Analyze customer data and ensure accurate and standardized account structures
• Validate service and delivery requests following quality standards
• Resolve non-match account creation requests using internal tools and workflows
• Manage order processing using order tracker systems
• Ensure timely completion and accuracy of assigned orders
• Meet or exceed client service level agreements
• Handle escalations professionally and efficiently
• Conduct outbound calls to assist and support new clients
• Maintain low cancellation and error rates
• Recommend or upsell broadband solutions based on customer needs
• Deliver excellent first experience for new customers