AP Helpdesk Manager (Quezon City) - Manila

Qualifications:

• Bachelor’s degree preferred; graduate of business administration or accountancy
• 5+ years in AP/call center/vendor helpdesk leadership, preferably in logistics or BPO.
• Proven experience in outsourcing transitions (vendor management preferred).
• Advanced Excel/analytical skills (good to have experience in dynamics AX, RingCentral knowledge a plus).
• Strong decision-making, conflict-resolution, and prioritization abilities.
• Flexibility to work during peak periods as needed.

Job Description:

1. Team Leadership & Operations:

• Supervise a team of analysts, ensuring adherence to SLAs and quality standards.
• Monitor daily call volume (200–250 calls) and redistribute workload to meet performance targets.

1. Escalation & Complex Issue Resolution:

• Resolve high-priority escalations (e.g., legal/bond inquiries, large payment disputes).
• Identify and prioritize potential agent/carrier escalations proactively.
• Liaise with Finance, sales teams, and other stakeholders to address systemic issues.

1. Performance Monitoring & Reporting:

• Track call answer rates (95% target) and missed calls using RingCentral logs.
• Analyze call trends to identify training gaps or process inefficiencies.
• Report on carrier satisfaction metrics and implement corrective actions.

1. Process Optimization & Transition Management:

• Lead the transition to WNS by documenting processes, training plans, and staffing justifications.
• Develop SOPs for common inquiries (e.g., rate disputes etc )

1. Stakeholder & Carrier Relationship Management:

• Serve as the escalation contact for carriers, IBOs, and internal teams.
• Maintain and strengthen carrier relationships through timely communication.
• Provide updates on payment exceptions and process changes.