• To manage the team/s with head count of 65 to 80 and accounts / clients not exceeding 20. This include GL client and staff
• Assist Senior Service Delivery management to team in establishing, managing, measuring and driving KPIs (Key Performance Indicators) and SLA ( Service level agreement) across all accounts and teams.
• Assist the Senior Service Delivery management team with plans, procedures, activities and in identifying process improvement opprotunities.
• Manage multiple teams across e-commerce, customer service, technical support business model
• to be able to work with work force manager/RTA for various accounts in their scheduling needs of process documentation (SOPs) and Key Customer Related Processes (KCRP)
• Mentor and train group leader for he next level of position
• learn and demonstrate keen interest with the client's business and process to ensure Quality and help the business grow
• Monitor transactions for voice and non-voice to ensure quality
• conduct final operations interview for staff and group leader
• conduct training as necessary
• regularly reports performance on a daily, weekly, monthly, quarterly and annual report to Senior Manager and VP for Service Delivery, Country Manager, CEO and clients
• Regularly conducts consultation meeting with client regarding the account and performance
• conducts regular coaching: monthly for group leaders and team leaders
• conducts annual performance review of direct reports
• Enroll GL and TL under PIP (Performance Improvement Plan) as needed
• Implements employee handbook to direct reports
• Update SR manager for Service Delivery , VP for Service Delivery, Country Manager and CEO for any client issues and recommends solution / action plans
• Tracks client escalation and swiftly responds to address concerns
• Presents to client, weekly, monthly, quarterly and business reviews
• To perform tasks as deemed by the VP of Serbvice Delivery, Country manager and CEO

• Experience managing account under customer service, technical support and e-commerce business model and well versed in dealing with high volume of transactions in BPO setting
• Experience maintaining, developing and analysis of operational statistics
• Understanding of Key Metrics
• Proficiency in MS Office and Google Docs
• Excellent verbal and written communication skills
• People Management Skills
• Project Management Skills
• Capacity Planning Skills
• Training and presentation Skills
• Client Management and Service Delivery Skills
• Process Documentation Knowledge
• Strong leadership, analytical, problem solving and decision-making skills
• The ability to work in and adapt to a fast paced, dynamic, always changing environment
• The ability to organize and follow-up on multiple task with accuracy and timeliness
• The capability to perform intermediate mathematical functions
• Understanding and knowledge of Quality Tools and Approaches: DMAIC, RCA
• Working knowledge on profit and loss
• Auditing skills

Good to have:

• Knowledge in Quality Methodologies: RCA, Ishikawa, Pareto, Six Sigma, etc.
• Knowledge in Financial Accounts ( Credit cards)