Order Management – Operational Lead (Digital Customer …, Taguig

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