Order Management - Operational Lead

Job Description

On-site - Quezon City 1-3 Yrs Exp Bachelor Full-time

Overview

We are looking for an experienced Order Management – Operational Lead to supervise a team in a BPO environment and ensure smooth daily operations. The role is responsible for managing team performance, maintaining service quality, and ensuring operational targets and client expectations are consistently met.

Responsibilities

• Lead, supervise, and support a team of agents handling order management operations.
• Monitor daily team performance and ensure key performance indicators such as AHT, CSAT, QA, and productivity targets are achieved.
• Provide coaching, mentoring, and regular feedback to team members to improve performance and skills.
• Handle escalations from customers or clients and resolve issues in a timely and professional manner.
• Conduct team meetings, performance reviews, and one-on-one coaching sessions.